gan ganor

Thanks Aimee Spanier! Just want to clarify - communication through other channels will be available in the same ticket, right? Not through a followup/completely new ticket

If an agent ends a session, will the communication in the ticket still be available via email?

We need to create a trigger that will tag inactive messaging tickets to move them to the email tickets group, and another trigger that will tag messaging tickets that have been reopened by the end user via email or via messaging, so that we'll know to move these tickets to email tickets group as well.

Our team is not using Omnichannel. It didn't work out with our needs.

Thank you for your help!

Hi Barry,

Thanks for the reply, but our team is not using Omnichannel. It didn't work out with our needs.

We need to create a trigger that will tag inactive messaging tickets to move them to the email tickets group, and another trigger that will tag messaging tickets that have been reopened by the end user via email or via messaging, so that we'll know to move these tickets to email tickets group as well.

Thank you for your help!

Is there any update on this? We're looking for a way to tag messaging tickets that have been inactive for over a certain amount of time, and move them to the regular web form/emailing group

I applied this to a report of the last 30 days and the previous 30 days. Is there a way to show the score on any given day of the month and see the percentage drop/difference?

I created a custom field that has free text in it. The field is called Type - Problem Subject, but when I add that field to my report it won't show anything, despite that field being populated in many tickets -

I want to create a report that shows the number of problem tickets that will also show me how many linked incidents each problem has. If there is no incident linked, I want that to show as well. I was not able to do so. You can either create a report that shows you the number of problems, or the number of problems that have linked incidents alone.

Ideally, I want a table that looks like this

I have almost everything except for the status and a complete list of the problems (linked and unlinked). Any ideas?

What should I do if I want to identify a trend and compare the heatmap from the last 7 days for example, to one from the last 4 days, so that I can determine whether the heatmap is indeed showing consistent data?

I want to see how many tickets were handled by an agent on a certain date. The date of the update has to be the same as the ticket creation date.

Right now, I have a report that shows me the date of creation, but the update that's related to that agent can be on a different date. Also, often the update can be omnichannel assigning the ticket to the agent, but it's not an actual update by the agent himself.

Essentially, I want a report that by filtering a date, will show me how many tickets an agent did that day (It's a live chat report, so we want to see updates that are relevant to the date of creation)