I want to build reports which display the number of tickets received at each of my support addresses. Is this possible to do with the default metrics/attributes?
Insights does not have a metric or attribute which tracks the received at address. However, you may create a trigger to set a custom field or tag with a trigger and use this to identify the received at address.
To set a custom field for tracking received at address
- Create the dropdown ticket field via Admin > Manage > Ticket fields.
- Create a trigger to set this field by navigating to Admin > Business Rules > Triggers.
- Under Meet ALL of the following conditions, add the following conditions:
- Ticket > Created
- Received at > (support address)
- (Custom field title) > (value)
- Add tags > (tag_that_coordinates_with_field_value)