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Jude Healey

Joined Apr 22, 2024

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Last activity Apr 22, 2024

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Jude Healey commented,

CommentHow to create and update reports

Hi,

Can I ask about full resolution time and merged tickets? How could a business, after merging ticket A to ticket B, consider this as one ticket for time calculations. 

For example, Ticket A is the original ticket and is merged into Ticket B. Once Ticket B has been solved, the full resolution time for this one continuous ticket would be the Timestamp of Ticket B “Solved” status minus the timestamp of Ticket A when this was created. Because agents have taken a Chat/Messenger ticket and merged into an Email ticket for the customer's benefit, we want to ensure that all tickets are seen as the one.

Many thanks,

Jude

View comment · Edited Apr 22, 2024 · Jude Healey

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