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Nikolay Atanasov - Support's Avatar

Nikolay Atanasov - Support

Entrou em 23 de abr. de 2024

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Última atividade em 31 de jul. de 2024

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Nikolay Atanasov - Support comentou,

ComentárioWriting formulas

Hey,

 

I am building a report that tracks how many accounts we closed over a set period of time. I've filtered it by ‘Assignee name/role’ and ‘Ticket channel’.

 

However, I'm struggling with filtering out tickets that have only internal comments. I want the results to show only tickets with public or both public and internal comments.

Is there a way to build such formula?

Thanks!

Exibir comentário · Publicado 31 de jul. de 2024 · Nikolay Atanasov - Support

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Nikolay Atanasov - Support comentou,

ComentárioBuilding reports

Hey, 

I have an SLA set for first time reply & next time reply. Im adding that into the report, but i want to filter them to show the average reply time for both. But in the metrics in Explore I find only 'First reply time'. Can you help with this?

Exibir comentário · Publicado 30 de mai. de 2024 · Nikolay Atanasov - Support

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Nikolay Atanasov - Support comentou,

ComentárioTicket basics

Hi,

 

I have a question regarding the ‘Interactions' section. Based on my observations, it seems to be solely linked to the Essentials card's email address. However, we typically create separate Internal tickets for end users for reviews. Therefore, my question is: Is there a method to filter these internal tickets into the "Interactions' section? We Also use the app ‘Ticket history,’ but it does not filter content outside of the Essentials card.

 

Could you suggest any other workaround? This would greatly assist us in our work.

 

Thank you in advance!

Exibir comentário · Publicado 23 de abr. de 2024 · Nikolay Atanasov - Support

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