We've been experiencing an issue for several months when we include a tag on a Twitter DM (85% of our inbound messaging - roughly 1,200 tickets per month) the ticket status doesn't go to closed after 72 hours when the ticket is closed. Thus, when a fan replies back the tag gets added again to the ticket thus creating another count on that tag. We have an example of one tag that should have a total of 138 tag counts from early in December 2021, and its now showing 291 counts for the same tag. This is the case with all the tags that we're using (roughly 500 tags per month).
We have confirmed with the Social Messaging team that the status stays as a "Twitter DM" rather than converting to a "Closed Ticket" when the ticket closes. Thus, all filters to exclude "closed tickets" from reporting aren't applicable in our use case. This has made it so that our reporting is not accurate and has caused a lot of frustration for our team that relies heavily on these stats for increasing efficiency.
Any insight into resolving this issue would be greatly appreciated!
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