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Clarice Francis

Joined Feb 07, 2024

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Last activity Mar 27, 2024

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Latest activity by Clarice Francis

Clarice Francis commented,

CommentService Level Agreements (SLA), macros, and CSAT

Hi

 

When a follow up ticket is created from a closed ticket, the first reply time SLA does not work - but this ticket is not agent-created, it's created because an end user has replied on a closed ticket. Is there a way to get the first reply metric to work?

 

Thanks,

Clarice

View comment · Posted Mar 27, 2024 · Clarice Francis

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Clarice Francis commented,

Community comment Q&A - Help center and community

Thank you for your help with this Brandon, and apologies for the back and forth. Unfortunately it did not recognise it, please see below

 

View comment · Posted Feb 20, 2024 · Clarice Francis

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Clarice Francis commented,

Community comment Q&A - Help center and community

Hi Brandon,

Thank you for your help, unfortunately when I use the time stamp difference it gives me the error "formula_checker_invalid_addition_types" - please let me know if I am doing it wrong, I've pasted screen shots below too.

Thank you, 

Clarice

 

View comment · Posted Feb 13, 2024 · Clarice Francis

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Clarice Francis commented,

Community comment Q&A - Help center and community

Hi Brandon, thank you not sure if I've done something wrong, but I get the error "formula_checker_invalid_addition_types"

In the original "DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"nb_of_days")" I changed it to nb_of_hours but it shows 0, 24, 48, 72 etc. should I change [Ticket solved - Date]? Unfortunately, [Ticket solved - Hour] did not work

View comment · Posted Feb 08, 2024 · Clarice Francis

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Clarice Francis commented,

Community comment Q&A - Help center and community

Hello

Is there a way to do this but measuring hours rather than days? For example

4 hours and under

8 hours and under

9 hours and over

Thank you

View comment · Posted Feb 07, 2024 · Clarice Francis

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