Reporting on Follow-up tickets
Hi,
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I am trying to set up a report which will help us to see the original ticket number and then the follow up ticket number.
I have found a way in Explore to report on follow up tickets received but cannot see how we can report on these against the original ticket number.
Can this be looked into for future development?
Thanks
Sally
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Agree with Sally. This would be great to have for analysis, for coaching, for improving customer experience to know if there are any existing trends in which end users are responding after cases have been closed. As she stated above, we can only see that a follow up was created, not how many or what the follow up ticket number is.
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Adding my +1 to this. Would be a gamechanger when it comes to identifying trends to reduce follow-ups.
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Adding my support to this. In our organisation, we receive quite a lot of follow ups a month or so after the initial contact, which we actually want, however I've no idea on how to validate this using a report.
Being able to get an average follow up ticket creation from when the original was solved would be really useful.
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Upvoted it, looking for basically the same thing
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This would be great to have! It's like the same reporting issue I've upvoted regarding parent/child tickets (or rather the linked problem tickets to an incident ticket). I have to run two reports and then merge them into an excel file where I can do a vlookup to see which problem tickets are linked to an incident ticket. Would much rather have this be available in a single report. :)
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