Overview
Go beyond simple ticket lookups. This agent analyzes your Zendesk data to answer complex questions like "Why are ticket resolution times increasing?" or "Which support topics are causing the most escalations?"
**Capabilities:**
- Analyze ticket resolution patterns and identify bottlenecks
- Surface escalation trends and their root causes
- Compare support performance across agents and teams
- Identify knowledge gaps and training opportunities
- Synthesize insights from tickets, organizations, and support activity
[{"type": "user", "content": "Why are support ticket resolution times 45% higher this month? We're seeing delays that are impacting customer satisfaction."}, {"type": "thinking", "content": "Analyzing ticket resolution patterns...", "thinkingSteps": ["Retrieving tickets from last 30 days...", "Calculating average resolution times by category...", "Identifying bottlenecks in support workflow...", "Comparing to historical benchmarks..."]}, {"type": "assistant", "content": "I analyzed your Zendesk ticket data and found the root causes of the resolution delays:\n\n## Key Metrics\n\n| Metric | Value | Change |\n|--------|-------|--------|\n| Avg Resolution Time | 4.8 days | +66% vs last month |\n| First Response Time | 4.8 hrs | +129% vs baseline |\n| Open Tickets | 342 | +28% vs last month |\n\n<widget_chart name=\"Resolution Time Trend\">{\"type\":\"line\",\"title\":\"Average Resolution Time by Month\",\"data\":{\"labels\":[\"Oct\",\"Nov\",\"Dec\",\"Jan\"],\"datasets\":[{\"label\":\"Technical Issues\",\"data\":[2.8,3.1,2.9,4.8],\"borderColor\":\"#ef4444\"},{\"label\":\"Billing\",\"data\":[1.4,1.6,1.5,2.3],\"borderColor\":\"#3b82f6\"},{\"label\":\"Account Support\",\"data\":[2.0,2.2,2.1,3.2],\"borderColor\":\"#10b981\"}]},\"trend\":{\"value\":45,\"label\":\"increase vs last month\"}}</widget_chart>\n\n## Root Causes\n\n**Primary Bottleneck:** **Technical Issues** resolution time increased 66%. 58% of technical tickets require escalation to Engineering (avg 3.2 days wait time). The Engineering team is overloaded - average response time is 5.8 days (vs. 2-day SLA).\n\n**Secondary Issue:** **First Response Time** increased from 2.1 hours to 4.8 hours. Support team capacity is constrained - average agent has 18 open tickets (vs. 12-ticket capacity). 34% of tickets wait >4 hours for first response.\n\n**Pattern Identified:** Tickets with **'needs-investigation'** label take 3.5x longer (avg 6.2 days). 42% of tickets are misrouted or lack sufficient context, causing delays.\n\n**Knowledge Gap:** 28% of tickets are repeat questions about the new feature release. No knowledge base articles exist yet, causing agents to research from scratch.\n\n**Recommendation:**\n1. Add 2 more support agents - reduce first response time to <2 hours\n2. Create knowledge base articles for top 10 repeat questions - potential 30% time savings\n3. Improve ticket routing - add required fields to prevent misrouting\n\n<ENTITY_ANNOTATION id=\"TKT-4521\" title=\"Payment API timeout errors\" integrationType=\"ZENDESK\" />\n\n<CTA label=\"View Delayed Tickets\" action=\"Show all tickets delayed more than SLA\" />\n<CTA label=\"Generate Improvement Plan\" action=\"Create a support efficiency improvement plan\" />"}]
