Ali Berté

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

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 :) 

Hi @...

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

I'll open a ticket to see that.

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? 

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?