Mark Sokolowski

Hi,

Just like Randy Gentil I have the same use case. We have a general auto-reply for all tickets but want to create a separate notification for tickets that come through a specific email channel. I only see the ability to include email channels in the "Received at" field, with no way to select "Is Not".

Thanks, Graeme! This did exactly what I was hoping for. Now, if I wanted the D_Count of tickets shown in the table for solved under 30 days expressed as a percent of total tickets solved, would that be easiest accomplished by creating another custom attribute based on the 2nd one?

I'm looking for help/a recipe for reporting on how many tickets (or the % of tickets) solved within 30 days and 60 days of being created. My organization has an expectation that 85% of tickets received will be solved within 30 days, and 98% will be solved within 60 days. I have looked into setting up SLAs to make this reporting possible but it doesn't seem to allow me to setup this specific SLA (i.e. ticket must be solved within 30 days of creation). 

I lose track of tickets far more often than I care to admit. This feature would be a major improvement. As others have pointed out, the functionality is there via the agent profile, why not just make it an attribute that can be used to define custom views?