Avatar

Carmel Kleinman

  • Total activity
    8
  • Last activity
  • Member since
  • Following
    0 users
  • Followed by
    0 users
  • Votes
    2
  • Subscriptions
    3

Activity overview

Latest activity by Carmel Kleinman
  • Avatar

    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 ...

  • Avatar

    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...

  • Avatar

    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 ...