Question
We recently had a large amount of tickets categorized as SPAM. How do I isolate those tickets using Explore to see the impact on volume, CSAT, response times, and more? Is it possible to report on tickets Marked as spam?
Answer
If ticket is Marked as Spam it goes to the Deleted queue. Tickets in the deleted queue will not impact any performance metrics apart from number of tickets created in the Ticket Updates dataset (we cannot delete a record of a creation event). It is not possible to report on spam tickets directly, but you can report on Deletions in the Ticket Updates dataset.
Learn more in this article: Marking a ticket as spam and suspending the requester and scroll down to Reporting on tickets marked as spam.
Comments
0 comments
Please sign in to leave a comment.