Hey everyone, I am trying to set up some metrics and analytics. My numbers are skewed because we get a lot of notification emails in our ticketing systems when something fails or has an error.
We then merge those tickets into ongoing tickets, which is good, but, it marks them as solved. So when I go do my reporting for avg ticket solves for each employee, some are skewed because they are the first to merge tickets, and in turn get more "solved" numbers toward their contributions.
Is there a way to stop merged tickets from being marked as solved?
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