Can I report on the received at address within Insights? Follow

Question

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?

Answer

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 as an analogue for the received at address. 

To set a custom field for tracking received at address

  1. Create the ticket field via Admin > Manage > Ticket fields
  2. Create a trigger to set this field by navigating to Admin > Business Rules > Triggers
  3. In the Meet all of the following conditions section, add the following conditions.
    • Ticket is Created.
    • Ticket: Received at <support address>.
  4. In the Perform these actions section, add the following action.
    • Ticket: Custom field is <value>.
Note: You will want a unique field value per support address.

You may now use the attribute value of this custom field to track the received at address of a ticket. 

To set a tag for tracking received at address

  1. Create a trigger to set this field by navigating to Admin > Business Rules > Triggers
  2. In the Meet all of the following conditions section, add the following conditions.
    • Ticket is Created.
    • Ticket: Received at <support address>.
  3. In the Perform these actions section, add the following action.
    • Ticket: Add tags <tag_1>.
Note: You will want a unique tag per support address.
You can now create a metric for each tag, as outlined in Insights tag reporting: Reporting on tickets with one or more tags (Professional and Enterprise), to report on the number of tickets received at each address. 

 

 

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