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Nikolay Atanasov - Support's Avatar

Nikolay Atanasov - Support

Incorporación 23 abr 2024

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Última actividad 31 jul 2024

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Nikolay Atanasov - Support hizo un comentario,

ComentarioWriting formulas

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.

Is there a way to build such formula?

Thanks!

Ver comentario · Publicado 31 jul 2024 · Nikolay Atanasov - Support

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Nikolay Atanasov - Support hizo un comentario,

ComentarioBuilding reports

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?

Ver comentario · Publicado 30 may 2024 · Nikolay Atanasov - Support

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Nikolay Atanasov - Support hizo un comentario,

ComentarioTicket basics

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!

Ver comentario · Publicado 23 abr 2024 · Nikolay Atanasov - Support

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