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Carmel Kleinman's Avatar

Carmel Kleinman

Incorporación 09 feb 2022

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Última actividad 09 abr 2023

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Última actividad de Carmel Kleinman

Carmel Kleinman hizo un comentario,

ComentarioTicket management

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 of our agents (and not first internal note from the sending account agents or the first public reply). Is it possible to create this kind of query in Explore?

Thank you!

Ver comentario · Publicado 16 ago 2022 · Carmel Kleinman

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Carmel Kleinman hizo un comentario,

ComentarioBuilding reports

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 the requester of the original ticket received it? Or from when the counterparty that shares the ticket with me has shared the ticket? For context, I want to measure our first reply from when it was shared with us, and not from when the ticket was created initially.

Thank you!

Ver comentario · Publicado 20 may 2022 · Carmel Kleinman

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Carmel Kleinman creó una publicación,

Publicación Feedback - Ticketing system (Support)

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 to the client on the ticket, and say that we received the ticket. We don't want to send an email because we want the response to happen in the same channel - meaning via ticket sharing.

Thanks,

Carmel

Publicado 09 feb 2022 · Carmel Kleinman

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