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Trevor
Joined Nov 22, 2021
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Last activity Oct 31, 2023
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Latest activity by Trevor
Trevor created an article,
ArticleHelp with reporting and analytics
Question
How do merged tickets affect one-touch ticket reporting in Explore?
Answer
One-touch tickets are defined as tickets solved or closed with fewer than two replies. Ticket merge comments are included in that calculation by default. If you're reporting on one-touch tickets, you can exclude merged tickets. To exclude them, use a standard calculated attribute in your report that excludes tickets with the closed_by_merge
tag.
For more information, see these articles:
Edited Nov 15, 2023 · Trevor
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