How do I keep Thanks messages out of the metrics

David's Avatar


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


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


  3. brandi closed this discussion on 30 Oct, 2018 08:55 PM.

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