Jude Healey

Hi,

Can I ask about full resolution time and merged tickets? How could a business, after merging ticket A to ticket B, consider this as one ticket for time calculations. 

For example, Ticket A is the original ticket and is merged into Ticket B. Once Ticket B has been solved, the full resolution time for this one continuous ticket would be the Timestamp of Ticket B “Solved” status minus the timestamp of Ticket A when this was created. Because agents have taken a Chat/Messenger ticket and merged into an Email ticket for the customer's benefit, we want to ensure that all tickets are seen as the one.

Many thanks,

Jude