Analyze Tickets by Customer - sorting and filtering

AudreyU — Tue, 30 Jan 2024 18:17:38 GMT

We use the tickets and conversations inbox for managing customer support tickets. The end user emails to one of our associated customer emails that is customer specific. We have about 30 email addresses that an end users could send emails to us right now, depending on what associated customer/company network they are using.

We would like to be able to analyze the support volume and response rates from end users after our response, for each individual customer. In the metrics, it would be helpful to have a filter by "from email" i.e. what address the user sent the email to OR by "Conversation created from email via [this address].

Ultimately this would be helpful on a main dashboard where I could see a bar chart or similar showing volumes seperated by each account and then be able to filter and dial down to individual if needed.

Happy to hop on a live call with the product development team to share in more detail!

Re: Analyze Tickets by Customer - sorting and filtering

BérangèreL — Wed, 31 Jan 2024 10:03:35 GMT

Hi @AudreyU, I hope that you are well!

Thank you for your valuable feedback @AudreyU! This means a lot to us!

For new feature suggestions, I'd recommend first to search and check if this idea is already present on our Ideas Forum here. If you find a similar idea, give it an upvote and share your unique use case in the comments.

If the idea doesn't exist already, please consider posting and creating a new Idea on our Ideas Forum here.

Thank you for being part of the discussion!

I'd like to also ask some of our Top Experts: Hi @GRajput, @johnelmer and @deepikaverma can you think of a workaround to help @AudreyU on this, please?

Thank you very much and have a lovely day!

Best,
Bérangère

topic Analyze Tickets by Customer - sorting and filtering in Tickets & Conversations

Analyze Tickets by Customer - sorting and filtering

Re: Analyze Tickets by Customer - sorting and filtering