Jennifer Doyle

Hi All,

I am trying to create a report to give a list of tickets and the number of days since the agent has last posted a public reply.  I do NOT want to use last updated as internal notes can occur.  I do want to make sure we do not forget to give the customer an update when we are distracted with the internal discussions.

Any Help or Ideas?

I have the same issue.  The knowledge base was originally created with a different idea of how to structure the articles to make it simple to find articles, but since the launch have determined that the structure does not work.  Unfortunately we have over 600 articles to manually move if we want to make it easier for everyone to find the right articles.