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Number of tickets without a Public Reply from the Requester
Publicado 13 de ago. de 2024
Hello everyone,
We're trying to create a report in ZD Explore that lists the number of tickets without a Public Reply from the Requester.
We already know how to create a report for Public Replies made by agents (Agent Replies Brackets attribute).
Any ideas how we can get the same report, but for Requesters (users) rather than Agents?
Help is greatly apprectiated.
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2 comentários
Pedro Rodrigues
Hello Abdulqader Haddad, when we want to obtain “without a public reply from the Requester" we can assume two scenarios:
We can achieve this by creating your report and standard calculated metric under the “Updates history” dataset.
Your metric will look like this:
This metric should be used with the COUNT or D_COUNT aggregators.
Example:
Our metric is validating 1.884 tickets in the table above, and we can see that two tickets were outbound (i.e. created by agents). After checking, these two outbound tickets don't have any end-user replies.
Hope this helps, happy Exploring!
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Abdulqader Haddad
Amazing!
Thanks Pedro, this was extremely helpful.
Have a great one!
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