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Are outbound emails included in the computation of FRT?
Posted Jul 22, 2024
Hi,
How can we exclude outbound emails when computing FRT?
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Posted Jul 22, 2024
Hi,
How can we exclude outbound emails when computing FRT?
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1 comment
Dainne Kiara Lucena-Laxamana
Hi Mark Ikalina ,
You could utilize ‘tags’ for these types of scenarios. For example, you will apply a specific tag to ‘outbound emails’. From there you can then create a custom calculated attribute to filter those tickets out. Please see Finding tickets that don't have a tag
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