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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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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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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