How do I keep Thanks messages out of the metrics

David's Avatar

David

04 May, 2018 06:31 PM

When our support team answers and closes a discussion, the requester sometimes send back a Thanks message, which opens the discussion. How can we avoid this showing up in the metrics?

  1. Support Staff 1 Posted by Courtenay on 08 May, 2018 06:29 PM

    Courtenay's Avatar

    Final replies won't affect your response metrics as those are time-to-initial-comment only.

  2. 2 Posted by David Morgen on 08 May, 2018 07:48 PM

    David Morgen's Avatar

    Courtenay:

    Thanks. How do we keep it from affecting other metrics, such as the number of comments and the time to resolve?

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