Customer Self-Service Software Resources

The metric that actually catches fake deflection is re-contact within 48-72 hours on the same topic, not the bot's own "resolved" flag; Fin and Zendesk both self-report resolution rates, but neither counts the customer who gave up and emailed in through a different channel instead.

Hello Roman,

2024-03-04

For our use-cases these "sorting in filtering view" methods work well.

Using Table View (Standard Method)

• Switch to Table View in the Tickets Module
• Go to Filter Mode, by clicking on the Filter Icon
• Select the required filter criteria from the list of predefined ticket fields
•  On the results page, click on the column header from the table view to sort the results based on the columns in the table view

As there is no "multi-layered" filter (at time of writing) maybe this "workaround" will help you.

 Using Custom View (Workaround Method)

• Create a Custom Ticket view
• Choose the required criteria to filter the ticket list (This acts as a filter to achieve a specific result), for sorting
• Switch to Table view and click on column headers as mentioned in the Standard Method
• This method allows you to choose any field in the ticket layout for a much more unique result

Note: both "methods" are taken from (can be found in) the Zoho Desk knowledge-base.

Best, Mark