Number of customer replies

답변함

Jo Herbert

2021년 2월 02일에 게시됨

HI All

I am trying to log how many customer replies are put in per ticket.

I found the agent replies but cannot find a way to log the customer replies.

Any idea how I do this?

TIA

댓글 4개

날짜

Hillary Latham

Community Moderator

2021년 2월 02일

Are you using a ticket status of pending while waiting for a customer to reply? If so, then you could report based on status changes.

If not, you could also report on user role changes - the user role values are Admin, Agent, and end-user. That attribute or filter could get you what you need.

Jahn Jerenz Bronilla

2021년 2월 04일

Hi Jo Herbert - you can follow the below to get the desire report.

1. Use Support Product then Ticket Update dataset2. You can either choose "Updates" or "Comments" metric.

You can use the Public comments to get the count of customer replies.

Hope this helps.

Jerenz