Zendesk Backlog and Ticket Aging Audit
Measure the queue and find where tickets stall.
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Audit the Zendesk backlog using this export: ticket ID, created date, status, priority, group, assignee, requester type, tags, last update and first reply time: [TICKET_EXPORT]. Today's date: [TODAY]. SLA targets: [SLA_TARGETS]. Days before a pending ticket is chased: [DAYS]. State the sample size and caveats about how statuses are used. Age bands table with counts and shares (invented: 0 to 2 days 310, 51.7 percent of 600; 3 to 7 days 150, 25 percent; 8 to 14 days 90, 15 percent; over 14 days 50, 8.3 percent). First reply SLA attainment: 540 of 600 within target is 90 percent. Also tickets with no reply, pending tickets waiting on customers beyond the limit, tickets by group, and reopen rate. List the five oldest tickets and why they are stuck as far as the export shows. Separate tickets waiting on the customer from those waiting on us. Separate staffing problems from process problems and say what evidence would show which: tickets created against solved per week. Plan the next five working days: clear the 50 oldest at 10 a day, with daily targets per group, and polite message templates for pending tickets. Do not close tickets without notice to customers.
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