Carmel Kleinman

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Latest activity by Carmel Kleinman
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    Carmel Kleinman commented,

    We are trying to measure FRT for tickets that we receive via ticket sharing. This means that we need to measure the time from the moment the ticket is shared until the first internal note from one ...

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    Carmel Kleinman commented,

    Hi, How does ticket sharing affects the efficiency metrics? E.g when I receive a ticket via ticket sharing, what is the first reply time median that is calculated? Does it calculate it from when th...

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    Carmel Kleinman created a post,

    Posting automatic comments

    We receive tickets both via form/email, and via ticket sharing. We have an automated response for tickets receive via form/email, but when a ticket is shared there is no way to automatically reply ...