Casey Moore

This article is really helpful, thank you!

Does anyone know how I can find the following:

1. Tickets created yesterday (this one I have)
2. Of those tickets, how many were solved?
3. Of those solved tickets, how many were one-touch?

This is what I have so far but it's not quite there yet.  This shows me how many tickets were created (yesterday) compared to how many were solved yesterday.  Right?  

So... if I have 100 tickets created yesterday, how many of those 100 tickets were solved yesterday?  Let's pretend it's 50; of those 50 tickets (which were created and solved on the same day) how many were one-touch?

Help me Obi Wan...  You're my only hope.

 

I am looking for a way to get automatic [out of office] replies to go to the ticket, rather than the Suspended tickets as well.

I contacted the advocacy team and apparently this is not an option.  I was advised to ask our customers to edit their automatic replies or set up notifications when a ticket goes to the suspended state.  Neither of these are viable options.  I can't possibly be expected to ask our customers to change their replies.  Notifications will only add more work to my agents' day.  

The request aligns with most I've read from others on the subject: give us the option of what we want suspended, please.