How do I keep Thanks messages out of the metrics
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?
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Support Staff 1 Posted by Courtenay on 08 May, 2018 06:29 PM
Final replies won't affect your response metrics as those are time-to-initial-comment only.
2 Posted by David Morgen on 08 May, 2018 07:48 PM
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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brandi closed this discussion on 30 Oct, 2018 08:55 PM.