I have built a quick tool (in Python) that calculates the time taken for agents to follow up on a customer ticket on Zendesk.
If this is also useful for your support team, feel free to copy from the source code here.
Background
As a senior support engineer, I follow up with customers who left a negative review on their support experience.
We noted that some dissatisfied customers felt that they waited too long for a response. However, this is usually due to genuine misunderstandings and expectations around the response time SLAs for their support plan.
Motivation
To make it easy for customers and ourselves to confirm our response times within a ticket, I built this tool that:
- calculates the time taken for the first agent response to each comment from the customer
- provides the arithmetic for proof
- includes information of when weekends were involved
In this tool, I elected to keep the calculation of response times agnostic to the specific plan of the customer; It merely calculates the time taken between a customer comment and an agent's response.
I find this useful, since Support plans (and their promised SLAs) may change overtime. Keeping the tool really simple allows anyone to build on top of the output (CSV file), for flexibility.
Please feel free to copy as needed. 🍺
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