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Zendesk Metrics

Elevate your customer experience using Zendesk support metrics. Access industry-standard definitions for CSAT, First Response Time, and Ticket Resolution to build a world-class support organization.

    Services

    All
    HubSpot
    40
    Facebook Ads
    26
    QuickBooks
    24
    Xero
    22
    Google Analytics 4
    21
    Mailchimp
    19
    LinkedIn Ads
    17
    Google Ads
    15
    Stripe
    14
    Zendesk
    11
    Salesforce
    11
    LinkedIn Pages
    10
    Instagram Business
    9
    X Ads
    8
    YouTube
    7
    Facebook
    7
    Shopify
    5

Agent Wait Time

Agent Wait Time (Calendar) is the total combined time a tick...

First Contact Resolution Rate

First Contact Resolution Rate (FCR Rate) is the percentage o...

First Contact Resolution Tickets

First Contact Resolution Tickets is the count of customer ti...

First Response Time

First Response Time (FRT) is the average amount of time an a...

Full Resolution Time

Full Resolution Time is the time duration between the ticket...

Requester Wait Time

Requester Wait Time (Calendar) is the total combined time a...

Ticket Reopen Rate

Ticket Reopen Rate (RR) is the percentage of solved tickets...

Ticket Reopens

Ticket Reopens shows how many attempts it takes to solve a c...

Ticket Resolution Rate

Ticket Resolution Rate is the percentage of tickets that wer...

Tickets

Customer Issues, tickets, or incidents, refers to the captur...

Tickets Solved

Tickets Solved is the count of previously open and worked ti...