Set up ZenDesk

I have connected a Telegram bot to ZenDesk. Now it forwards messages from the Telegram group chat to ZenDesk. One ticket equals one group chat. You need to further configure ZenDesk for support agents:

1. Set up ticket rotation. A new Open ticket should automatically assign responsibility to any online agent. The load should be evenly distributed among all agents. After closing a ticket (Solved), if the same ticket becomes Open / New again, the program should assign responsibility to another agent if the previous one (who resolved the ticket) is not online

2. Set up analytics. Analytics should collect the following data:

- response time to the client (first message to the client after their inquiry)

- number of tickets processed by each agent over a period of time

- how many active tickets each agent currently has

- median / average ticket resolution time

Configure analytics or show where to view these figures. Currently, there are 2 agents in the system. We will add 4 more later. Use the Professional plan; if needed, we will upgrade

The project price is negotiable, propose your own