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Explore Count solved Tickets without public reply

  • March 14, 2024
  • 1 reply
  • 1 view
K

Hi, 

I want to setup a reporting to count all tickets updates that set ticket state to "solved" wihtout public reply from the agent to the customer. 
Sample usecase is that the customer answers with "Thank you" after Ticket has been solved by the agent, which opens the ticket again. This event needs to be counted as a sepreate metric.

I hope I was able to convey my demand.

Best

Kevin

Best answer by Salim13

Hi Kevin,
 
If you want to report on ticket updates when a ticket is solved without public reply from the agent the best would be to create a custom metric.
 
For example :
 
IF [Update ticket status] ="solved"
AND [Comment public]= FALSE
AND ([Updater role]="Agent" OR [Updater role]="Admin")
THEN [Update ID]
ENDIF
 
This calculated metric will give you all the updates without public comment done by an agent or admin on solved ticket (for example if an enduser replies to the agent saying thank you and the agent solve the ticket without replying or just adding an internal note)
 
I hope this helps

1 reply

Salim13
  • Salim13Employee
  • Employee
  • Answer
  • April 1, 2024
Hi Kevin,
 
If you want to report on ticket updates when a ticket is solved without public reply from the agent the best would be to create a custom metric.
 
For example :
 
IF [Update ticket status] ="solved"
AND [Comment public]= FALSE
AND ([Updater role]="Agent" OR [Updater role]="Admin")
THEN [Update ID]
ENDIF
 
This calculated metric will give you all the updates without public comment done by an agent or admin on solved ticket (for example if an enduser replies to the agent saying thank you and the agent solve the ticket without replying or just adding an internal note)
 
I hope this helps
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