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Ali Berté

Joined Mar 14, 2022

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Last activity May 16, 2024

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Latest activity by Ali Berté

Ali Berté commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Dane

Thank you, yes it helps. 

But, I still don't understand why internal + public comment doesn't equal Ticket updated w/comment ?

Thanks for your help

View comment · Posted Apr 12, 2022 · Ali Berté

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Ali Berté commented,

Community comment Feedback - Reporting and analytics (Explore)

Hey @...

I have the same question and would like to make sure I understood your explanation.

- Tickets updated w/comment: "is counting the number of tickets" based on what?  

- Tickets updated w/ public comment: is counting the number of tickets updated with public comment, or is it counting the number of public comments?

- Tickets updated w/ internal comment: is counting the number of tickets updated with internal comment, or is it counting the number of internal comments?

Thank you for your help :) 

View comment · Posted Apr 01, 2022 · Ali Berté

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Ali Berté commented,

CommentExplore recipes

Hi @...

Thanks for your reply. Then, I am experiencing the opposing of what you're saying. :( 

I'll open a ticket to see that.

View comment · Posted Mar 23, 2022 · Ali Berté

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Ali Berté commented,

CommentExplore recipes

Hey, 
I noticed that this tutorial doesn't take into consideration the tickets that are automatically updated by the system.

For instance, an agent can be absent on Tuesday, but if some pending tickets are set to solve by the system (internal rules), then it is counted as "ticket updated by the agent". But, the action was just an automatic rule. Can we overcome that? 

View comment · Posted Mar 22, 2022 · Ali Berté

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Ali Berté created a post,

Post Q&A - Reporting and analytics

Hi, I would like to get the number of tickets treated by agents excluding their status (Pending, Solved, On-Hold). 

For instance, I have the number of tickets solved per week (or month), however, it doesn't reflect the entire activity of the agent in the time period.

Any solution?

Posted Mar 14, 2022 · Ali Berté

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