Number of customer replies

已回答

Jo Herbert

已于 2021年2月02日发布

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

4 条评论

日期

Hillary Latham

Community Moderator

2021年2月02日

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

2021年2月04日

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