Tips, Tricks & Best Practices

KMcParland
Mitglied

First Contact Resolution

lösung

What is the best way to calculate reopen tickets? So basic parameters are ticket# is constant, ticket status closed to ticket status changed to open, new email, or support response needed. 

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1 Akzeptierte Lösung
karstenkoehler
Lösung
Berühmtheit | Partner
Berühmtheit | Partner

First Contact Resolution

lösung

Hi @KMcParland,

 

Could you specify what exactly you'd like to calculate? In general, I'd approach this as shown below, with a ticket-based workflow:

 

karstenkoehler_1-1675057247360.png

 

You would either set the value of a checkbox property or count up a number property. Both would allow you to filter for reopened tickets, report on them etc.

 

Let me know if you have any follow-up questions!

 

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

Lösung in ursprünglichem Beitrag anzeigen

1 Antwort
karstenkoehler
Lösung
Berühmtheit | Partner
Berühmtheit | Partner

First Contact Resolution

lösung

Hi @KMcParland,

 

Could you specify what exactly you'd like to calculate? In general, I'd approach this as shown below, with a ticket-based workflow:

 

karstenkoehler_1-1675057247360.png

 

You would either set the value of a checkbox property or count up a number property. Both would allow you to filter for reopened tickets, report on them etc.

 

Let me know if you have any follow-up questions!

 

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.