Zendesk resolved cases
Each solved ticket, except its content. First reply and resolution times, and reopens. Group, priority, tags, channel and satisfaction score. Never a subject, a comment or who asked.
Access
- Kind
- Sign in on the vendor's page; nothing typed here
- What to give
- Subdomain, email and API token
- Why that one
- A Zendesk API token on an admin account: the incremental exports are admin-only. This adds no cost. It counts what your AI spend produced.
What it attributes on its own
- From the source
- cases resolved per day, at the moment each was solved; reopens, counted apart so a case resolved twice is still one case; when each case opened, so the time to resolve is a subtraction; the group it sat in, by name; how many times an agent replied, so a case nobody answered is visible; its topic: your Topic, Intent or Category field, else the ticket type; how it came in: email, chat, web, phone and the rest, as Zendesk names them; the satisfaction score, good or bad, never the comment; first reply and resolution minutes, reopens, priority and tags; who resolved it, where a ticket carries an AI agent's channel or tag
- Needs a rule or a trace
- which cases its AI agent resolved, where the agent leaves no channel or tag: Zendesk keeps that in its resolution usage export, not in the API. The cost per assisted case is at least the cost per resolved case; the workflow, which you tell us; how hard a case was: a password reset and an escalation both count as one
Connecting it
- Allow API tokens and add one. Admin Center → Apps and integrations → APIs. Copy the new token; it shows once. Open ↗
If your agents' assistant writes the ticket id into a trace, ask us, and we will match each case to its exact cost instead of by workflow.