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Nikolay Atanasov - Support
Joined Apr 23, 2024
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Last activity Jul 31, 2024
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Latest activity by Nikolay Atanasov - Support
Nikolay Atanasov - Support commented,
Hey,
I am building a report that tracks how many accounts we closed over a set period of time. I've filtered it by ‘Assignee name/role’ and ‘Ticket channel’.
However, I'm struggling with filtering out tickets that have only internal comments. I want the results to show only tickets with public or both public and internal comments.
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Is there a way to build such formula?
Thanks!
View comment · Posted Jul 31, 2024 · Nikolay Atanasov - Support
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Nikolay Atanasov - Support commented,
Hey,
I have an SLA set for first time reply & next time reply. Im adding that into the report, but i want to filter them to show the average reply time for both. But in the metrics in Explore I find only 'First reply time'. Can you help with this?
View comment · Posted May 30, 2024 · Nikolay Atanasov - Support
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Nikolay Atanasov - Support commented,
Hi,
I have a question regarding the ‘Interactions' section. Based on my observations, it seems to be solely linked to the Essentials card's email address. However, we typically create separate Internal tickets for end users for reviews. Therefore, my question is: Is there a method to filter these internal tickets into the "Interactions' section? We Also use the app ‘Ticket history,’ but it does not filter content outside of the Essentials card.
Could you suggest any other workaround? This would greatly assist us in our work.
Thank you in advance!
View comment · Posted Apr 23, 2024 · Nikolay Atanasov - Support
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