We'd like to see the percentage of tickets our first line support group solves itself, compared to the total number of tickets that they handle.
Does anyone have a good recipe for this?
Right now, I've compared the number of tickets solved by that group against the number of tickets created.
This does give me a good indication, but some of the tickets are automatically assigned to a second line group by triggers.
I'd like to take them out of the total tickets created.
Does anyone know a way how to do this?
Thanks in advance
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