We’re excited to announce a new permissions model which gives admins more granular control over user access and actions across the platform. This update replaces our previous "limited," "basic," and "admin" roles and is fully backward-compatible, so users retain all existing access.

We’ve added a set of basic chart widgets to our dashboards for tracking key ticket comment metrics over time. 

Here’s what’s included:

1. Public Agent Ticket Comment Count Over Time – Shows the total number of public agent comments.
2. Tickets with Public Agent Comments Over Time –  Shows counts of unique tickets with public agent comments.
3. Average Public Agent Ticket Comment Count Over Time – Shows the average number of public agent comments per ticket.
4. Average End User Ticket Comment Count Over Time – Shows the average number of end-user comments per ticket.
5. Average Comment First Touch Time Over Time – Shows time to the first agent comment.
6. Average Comment First Touch Time After Assignment Over Time – Shows the time from assignment to the first agent comment.
7. Average Comment Reply Time Over Time – Shows the average agent reply time on comments.
8. Average Median Comment Reply Time Over Time – Shows the average median agent response time after an end-user comment.
9. Average Total Comment End User Wait Time Over Time – Shows the total end-user wait time for agent all of the replies.

Note: For the reply time metrics, when analyzing agent performance, use the "Agents" filter and not any of the assignee ticket attribute filters. The reason for this is that the agents filter will restrict the data to just that agent's data, where as the assignee ticket attributes will restrict the ticket set to tickets an agent was assigned.

We’ve introduced a new feature that allows users to download a CSV of tickets directly from reporting widgets. For any widget with "inspect" capabilities, indicated by the magnifying glass icon in the upper right, you’ll now see a ticket icon as well. Clicking this icon downloads a CSV of the same set of tickets displayed in the inspect modal. This makes exporting and analyzing your ticket data outside the app faster and more convenient. Please note, the export is limited to the first 500 tickets for performance reasons.

We’ve added a new Quick Stat to Dynamic Dashboards. In the widget select lightbox, you can now choose the 'Tickets Entering Status Count' widget and filter by a specific ticket status, such as 'Solved.' This allows you to quickly see how many tickets entered a chosen status within a selected time period.

We’ve introduced new filtering capabilities in dynamic dashboards. Users can now exclude tickets based on specific attributes. Any filter listed in the "Ticket Attributes" section on the left of the filters light-box will now have an "Exclude" option directly below it, enabling you to easily filter out tickets that match a given attribute.

We’ve improved our alerting system by adding a fixed floor to percentage threshold alerts. This enhancement ensures you won’t receive alerts during low-volume periods unless ticket volume exceeds a set minimum, making your notifications more relevant and focused on meaningful changes in ticket volume.

How It Works: Users will see a new input in the alert condition form for "Percent threshold fixed floor". If added, alerts will not trigger unless ticket volume surpasses that minimum threshold AND the set percent threshold.

We’re pleased to announce the introduction of five new agent performance metrics in the configurable agent table, designed to provide deeper insights by removing outliers and offering a fairer representation of agent response times. These new metrics complement the existing ones—average messaging reply time, average comment reply time, and average comment first touch time after assignment—giving you more control and flexibility in how you assess performance.

* Zendesk Messaging Median Agent Reply Time By Agent and Zendesk Comments Median Reply Time By Agent are not backfilled and will populate from the time of this announcement forward.

Here are the new metrics:

1. Zendesk Messaging Median Avg Agent Reply Time By Agent: Each messaging chat has an average agent reply time. This metric calculates the median of those average reply times across all chats included in the query, providing a balanced view by minimizing the impact of outliers.
2. Zendesk Messaging Median Agent Reply Time By Agent: This metric captures the median reply time on each chat and then calculates the median of those medians, offering a refined perspective on agent performance across multiple messaging chats.
3. Zendesk Comments Median Avg Reply Time By Agent: For email-based ticket replies, this metric calculates the median of the average reply times across all ticket assignments for an agent, giving a more typical representation of their performance.
4. Zendesk Comments Median Reply Time By Agent: This metric takes the median reply time on each ticket for an agent and then calculates the median of those medians. It’s a powerful way to measure consistent performance by filtering out extreme cases.
5. Zendesk Comments Median First Touch Time After Assignment By Agent: This metric measures the time it takes for an agent to send their first email after being assigned a ticket. It calculates the median of all first touch times, helping you evaluate how quickly agents respond after being assigned new work.

These new metrics give you more options to assess performance, especially when you want to account for outliers and get a clearer, fairer view of how your agents are performing across messaging and email interactions.

We’re excited to announce the release of four new metrics in our reporting suite designed to provide deeper insights into agent response times. These metrics focus on comment-based replies (email exchanges between end users and agents) and can be found in the Quick Stats section of the reporting widget lightbox. Here’s a breakdown of the new metrics:

1. Avg Agent Comment Reply Time (Least Forgiving): This metric provides the average time it takes for an agent to reply to all end-user comments across multiple tickets. It’s the most sensitive to variations, as it factors in every reply, including outliers.
2. Median Avg Comment Reply Time (More Forgiving): This measures the median of average reply times across tickets, helping you understand the typical experience without being overly skewed by outliers.
   
   These next two median metrics are not backfilled. They will start populating from the time of this announcement forward. 
3. Avg Median Comment Reply Time (More Forgiving): This metric averages the median reply times for each ticket, giving a balanced view of performance across all replies while filtering out extreme cases.
4. Median Median Comment Reply Time (Most Forgiving): The most conservative metric, this captures the median of medians, removing outliers on each ticket before calculating the final value. It’s ideal for a bird’s-eye view of response consistency.

Important Note: These metrics only consider comment-based replies (email exchanges) and do not factor in Zendesk Messaging interactions.

With these new metrics, you can fine-tune your analysis and get a more nuanced understanding of your team’s email response times.

We've added a new filter option in the Filters lightbox for the "Agents Table." You can now check the box for "Exclude agent rows with all 0's." When enabled, this filter will remove any rows where all numerical columns have values of 0, ensuring cleaner data and more relevant results. 

Summary: We released three new metrics that can be leveraged in the agents configurable table. These metrics have been shipped with inspect capabilities. This means users can hover over the cells associated with these metrics in the agents table and click on the cell and it will bring up the tickets that are being used to make the calculation. We also added inspect capabilities to the tickets by qualitative question donut chart. 

Unique Tickets Commented: A count of tickets that agents have left private notes on or responded to users to with a ticket comment. This does not double count tickets. 

Unique Tickets Messaged: A count of tickets that agents have sent a Zendesk message on. This does not double count tickets. 

Unique Tickets Worked: A count of tickets that an agent has either sent a Zendesk message on or left a comment on. This metric is a combination of the other two metrics and does not double count tickets.

Added Inspect to Existing Widget: The 'tickets by qualitative question' donut chart now has a magnifying glass that allows users to inspect the underlying tickets.