If a ticket that is not assigned to anyone is opened by an agent but the agent does no work on the ticket then the agent will receive an Unassigned Unattended point.
Agent opens ticket #123 which is assigned to Zendesk Group Support but not to an agent
Agent closes ticket #123 without doing any work on the ticket
RESULT: 1 Unassigned Unattended Tickets point is awarded to the agent
Note 1: In the event that the agent were to come back to the ticket in the example above within the same day that the Unattended Unassigned was awarded and at that time they do work on the ticket then the Unassigned Unattended point will be removed.
Note 2: A ticket may only be counted as an Unassigned Unattended Ticket a single time within a day period. In other words, if an agent opens the same ticket and takes no action on it multiple times, it will only be counted once as one Unassigned Unattended point.
Uses of this Metric:
The Unassigned Unattended Metric is useful to help agents that may be cherry picking unassigned tickets. I.e., browsing through views, opening a ticket and looking at it but taking no actual action such as submitting a comment, assigning the ticket, or changing the status.
- Unattended Tickets