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Trevor

Joined Nov 22, 2021

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Last activity Oct 31, 2023

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ACTIVITY OVERVIEW

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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