Quantify Email communications to tickets

[JoshVe]

We are trying to better understand the volume of customer emails and tickets to identify clients with special needs.

I am unsure of the best approach since some tickets take longer to resolve than others. Ultimately, I want to establish a method and a threshold for determining when X number of interactions have been made.

Before deciding to "flag" customers who reply more than X times to the same ticket, we want to understand how often that occurs.

Do you have any ideas?

[karstenkoehler · Accepted solution]

Hi @JoshVe,

There is a default property for this on the ticket record:

Number of times contacted: the total number of activities that are associated with the ticket. Possible activities include calls, chat conversations, LinkedIn messages, postal mail, meetings, sales emails, SMS, or WhatsApp messages. Unlike in the Number of sales activities property, tasks and notes are not included in this property. This is set automatically by HubSpot based on the number of applicable activities on the record.

You could use this to send yourself a notification from a workflow or build a filtered view.

Best regards!

[karstenkoehler · Accepted solution]

Hi @JoshVe,

There is a default property for this on the ticket record:

Number of times contacted: the total number of activities that are associated with the ticket. Possible activities include calls, chat conversations, LinkedIn messages, postal mail, meetings, sales emails, SMS, or WhatsApp messages. Unlike in the Number of sales activities property, tasks and notes are not included in this property. This is set automatically by HubSpot based on the number of applicable activities on the record.

You could use this to send yourself a notification from a workflow or build a filtered view.

Best regards!

[JoshVe]

Thanks Karsten, what a fast reply Kudos 

I am not sure how to use the information provided to understand this end result. 

Maybe something that tells me the avarage client reply to a ticket via email would make more sense?

[karstenkoehler · Accepted solution]

@JoshVe wouldn't you be able to use this property to find tickets with the highest number of touch points - and thus also the associated customers? Am I misinterpreting your query?

You can also use it in a calculation property and calculate an average across tickets on the company object.

Or, after check a few tickets and identifying what you consider a high threshold, you set up a workflow that notifies you about these tickets.

Lastly, you can also use it to build a report.

If none of these work, could you explain in more detail why they don't?

[JoshVe]

I am sure there are many ways, however i don't know how to set them up. 

Ideally i will have a dashboard report that shows a brake down of 

Client I

Ticket 1- number of client communication

ticket 2- number of client communication

Ticket 3- number of client communication

Client II

Ticket 1- number of client communication

ticket 2- number of client communication

Ticket 3 - number of client communication