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4 Comments

  • Mike Sanchez
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    Under Efficiency tab reports and Tickets by first reply time brackets, what does No replies pertain to specifically?

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  • Brett - Community Manager
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    Hey Mike,

    No replies will account for any tickets that have not had a first reply time applied yet. This could be new tickets in your account that haven't been viewed by the agents quite yet.

    Let me know if that doesn't make sense.

    Cheers!

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  • Mike Sanchez
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    Hi Brett - Community Manager,

    While playing with the CSV extracts, I noticed the same is true when it comes to tickets that were closed by merge. They are marked as solved/closed while not having a first reply time applied. Do you think these tickets are also being counted in the report under the Efficiency tab?

    Thanks!

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  • Brett - Community Manager
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    Hey Mike,

    Merged tickets with no response would have a null value since no first reply time was fulfilled in the ticket. Those would also show up under this No Replies metric as well.

    Let me know if there's anything else I can assist with!

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