Updating is defined as leaving a public comment, private note, changing the status, or otherwise updating the ticket.
Examples of actions that will result in an Attended Ticket Point being received by the agent:
- Changing the status of a ticket
- Leaving a public comment -or- an internal note
- Changing the assignee of the ticket to yourself
- Changing the assignee of the ticket to someone in the same group you're in
Below is a visual example of the activities which count as an Attended Ticket Point:
How are Attended Ticket Points counted when an agent performs multiple actions in a ticket?
An agent may receive 1 attended ticket point per ticket submission. For example, if an agent leaves a public comment and changes the ticket status to Pending during the same ticket submission, they will receive only 1 attended ticket point.
Alternatively, if an agent performs multiple actions (changes the status and adds a comment) and submits each action separately (i.e. submits the ticket twice) then the agent will receive 2 attended points, 1 for submitting the status change and another for submitting the comment.
Note: It is possible for an agent to receive an Attended Ticket Point for solving a ticket if the ticket has previously been solved and a solved point has already been awarded. An agent will never receive both an Attended Ticket Point & a Solved Ticket Point at the same time. The logic behind this is to fairly account for all of an agent's productivity while also accurately capturing the total number of solved tickets. Learn more about how tymeshift tracks Solved Tickets here.
Common uses of Attended Tickets
Attended Tickets is not usually used as the primary measure of success, but rather it is used in conjunction with Solved Tickets and Escalated Tickets to measure an agent's overall productivity inside of Zendesk Support.
Downfalls of Attended Tickets
Attended Tickets does not measure an agent's total productivity, since it excludes activities such as solving and escalating tickets. However, when used in conjunction with Solved Tickets & Escalated Tickets it can provide a holistic view of an agent's overall productivity. This metric is not recommended for use on an agent's scorecard due to the potential negative behavior it could drive. I.e. A high number of interactions on tickets as opposed to targeting as high number of solves.