Customer Support Manager

Hi Graeme Carmichael

Thank you so much for your help that was a great help :-)

Regards,

Anat

HI Graeme Carmichael

Yes exactly 

Thanks

Anat

Hi Graeme Carmichael

I tried to implement this but for a specific ticket I see that it was updated 12 times 

obviously when I try to use the Metric Filter and choose 1 it will not show that ticket at all as it returns 12 and not 1. 

when I add the updateID then it will show the same ticket number multiple times so can't show that either. 

Not sure what I am doing wrong and why it's not showing the first time it moved to pending 

Hope you can help

Anat

Hi 

Thanks @... & @... 

Anat

Hi 

We use Macro to send a first response to a customer notifying him that we have started to work on the ticket. 

this is a public comment and I am tagging the ticket as well but how can I calculate the real first reply to the customer if a ticket is tagged with macro ? 

Thanks 
Anat