Total interactions KPI

Regular Contributor

We should be able to see how oftern or how many times a contact reach out to support, either by live chat, bot, email or form. In my company we use mainly live chat for support so, to work around this I made the following workflow:


Every ticket that has as a source "Live chat" adds +1 in a ticket property (total support interactions) that will be copied into a equivalent contact property:


workflow 1.png



I really think this should be a native contact property or at least easier to set up. The GM of Service Hub himself wrote a great blogpost on how you need to measure interactions with support specially in the first months with your solution. This would help us make decision with staffing and crossing other data points for evaluate positive and negative customer behaviors that we should incentivize/be careful.


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