Dayana

Hola, ¿cómo puedo enviar CSAT por Instagram DM?

Hello there, Comunity!

Any has any comment could help me?

You mentioned:

'This query measures the time a ticket spent in a group before being moved to another group; it does not include the time a ticket spent in a group before it was solved.'

Is there a way to adjust the formula to include also the time spent in the last group that solves it? For our reporting, it is important to calculate all the time by group in the lifecycle of the ticket and I'm missing the last one (the time of the group that solved the ticket).

I appreciate your time and answers / advices to achieve this goal, because I have a lot of time trying to do this... Thanks!!! :)

Hello there, team!

You mentioned:

'This query measures the time a ticket spent in a group before being moved to another group; it does not include the time a ticket spent in a group before it was solved.'

Is there a way to adjust the formula to include also the time spent in the last group that solves it? For our reporting, it is important to calculate all the time by group in the lifecycle of the ticket and I'm missing the last one (the time of the group that solved the ticket).

I appreciate your time and answers / advices to achieve this goal, because I have a lot of time trying to do this... Thanks!!! :)

Hello, so, is not a way to measure the time a ticket was assigned to each group when my ticket could be assignee to several and differents groups?

Hello!!! I need to do this without this app. I need to know all the time an agents have a ticket even if they are not into.

Can you help me please?

I don't have the app, and I wouldn't like to add another app.

I appreciate your answer!! I have many days on this.