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Mark Musni

Joined Sep 05, 2022

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Last activity Nov 15, 2024

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ACTIVITY OVERVIEW

Latest activity by Mark Musni

Mark Musni created an article,

ArticleHelp with support and ticketing

Question

I created a deletion schedule for my tickets and I know up to 200,000 tickets could be deleted per day on my account.

However, I noticed that the number of deleted tickets is less than the limit, despite the initial preview showing more tickets than 200,000. Why?

Answer

The system might not reach the maximum daily deletion limit of 200,000 tickets because it skips tickets that are not archived during the deletion process. While the deletion schedule preview includes closed tickets that are not yet archived, these tickets will be excluded from deletion if they remain unarchived by the time the schedule runs.

Edited Dec 06, 2024 · Mark Musni

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Mark Musni created an article,

ArticleHelp with reporting and analytics

Question

When I create an Explore report in the Chat: Engagement dataset, why are the resulting values from the Chat duration metric updated when I add the Engagement duration metric?

Answer

The chat duration is multiplied by the number of engagements because it's a property of the chat that is true for each engagement.

Avoid the use of Chat duration metrics in the same report with the Engagement duration metrics or the Engagement attributes.

chat duration.png

For more information, see the article: Metrics and attributes for live chat.

Edited Aug 09, 2024 · Mark Musni

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Mark Musni created an article,

ArticleHelp with objects and rules

Question

I want to build an automation that includes the condition Ticket: Hours since pending
Does an automation based on the ticket status reset after a ticket update if there is no status change?

Hours since pending automation condition.png

Answer

No, there are no changes to the calculation as there was no status change that occurred. The automation still calculates from the moment the status is first submitted if there is no status update, unless the automation is combined with other conditions, such as the Ticket: Hours since update.

For more information, see these articles:

Edited Jan 02, 2025 · Mark Musni

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