GETTING STARTED WITH ZENDESK TALK 37 HOW LONG SHOULD AGENT Having said that, spending too much WRAP-UP BE? time on wrap-up can lead to longer hold times for customers. So if you find Agent wrap-up gives agents the that too many tickets consistently lack opportunity to put the finishing touches relevant information, you might want to on a ticket after the call has ended but extend wrap-up. If hold times are too long, before they take the next call. It might be consider reducing. tempting to make this as short as possible, but doing so might lead to mistakes, such as important notes not being logged. Luckily, automatic ticket creation and call recordings capture a lot of important call information, so agents don’t need to spend too much time recording details after a call. However, the agent still needs time to log notes, particularly if the issue hasn’t been resolved. If it’s being escalated, the more information the agent can provide, the better.