Hi, I am trying to create a custom metric or attribute that will EXCLUDE all Follow Up tickets.
The background.... I am creating a query around the number of tickets coming in from our widget channel, but the numbers seem out, from what I can work out it is also pulling 'Follow up' tickets.
As seen on this article https://support.zendesk.com/hc/en-us/articles/360022181974-Understanding-ticket-channels-in-Explore.The Widget sits in the 'Web' Channel, also included in the Web Channel is.... "'Follow-up tickets are also shown in the channel regardless of how they are created"
Why are they included? they have nothing to do with the Widget or the Web.
And so my question, what is a formula I can create to exclude them?
Por favor, entrar para comentar.