Product update

June 4, 2025

New!

New category of Zendesk metrics: multi touch tickets

We've added a new set of metrics to our Zendesk Support integration that track how many touches it takes to resolve tickets — helping you spot efficiency patterns and flag complex cases where you might want to step in.

You'll find these new metrics under a new category within your Ticket metrics - Agent replies distribution:

• One-touch tickets
• Two-touch tickets
• Multi-touch tickets
• One-touch ticket %
• Two-touch ticket %
• Multi-touch ticket %

All metrics can be filtered by channel, assignee, tag, and other criteria for deeper insights into your support team's performance.