Reports
I am working to better understand the Reports section. I have been using the Discussion report to keep track of volume of items coming in. I use the green line as those are opened discussions. My question is how is an item that comes in, is commented on and closed but then the original person with the question comes back with a new question so the discussion is reopened. In the reports is that only counted once or its considered two discussions since it was closed and then opened again?
Matt
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Support Staff 1 Posted by Courtenay on 20 Jan, 2019 08:09 PM
it’s considered one discussion. re-opening starts the comment response timer but not the “initial” response metric - that only happens once per discussion.
brandi closed this discussion on 21 Jan, 2019 03:42 PM.