Morgs
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Recent activity by Morgs-
Why are my agents missing the reporting icon in Support?
Question Why are my agents are missing the Reporting icon () in the sidebar in MorgWard Support? Answer Professional If you find agents do not have the Reporting icon (), it is likely related to ti...
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Why am I receiving unexpected bad satisfaction ratings?
Question I received a bad satisfaction survey response. When I followed up with the customer they said they never even opened the survey email or did not click a bad response. What is happening? A...
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When is first reply time recorded in reporting?
Question When in the life of a ticket is the first reply time recorded? Answer In reporting, the first reply time metric is calculated by measuring the time between the customer's first message on...
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Reporting Overview custom date range limited to 90 days
Question When I go to Reporting () and select a custom reporting period that's longer than 90 days, I receive this error message: Custom period can span up to 90 days. How can I show more than 90 d...
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I do not see any custom date fields when I export tickets in CSV
Issue symptoms My custom date fields are not included in my CSV export. All of the other custom fields on my account show up in the CSV, but the custom date fields are missing. Resolution The CSV e...
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How is CSAT attributed to an agent?
Question A customer rated a ticket that is assigned to agent A. The ticket was then reassigned to agent B and was solved after. Which agent gets the rating? Answer The rating is attributed to the l...
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How do I report on the impact of a spam attack?
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 r...
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How can I create a view or report on the age of a ticket?
Question How can I create a view or report on the age of a ticket? Answer Ticket age is not something that can be filtered by in views. Views can display a column showing the created or requested d...
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Does ticket status affect or change full resolution time?
Question Does ticket status affect or change full resolution time? Answer Full resolution is the total time from creation to the most recent solve of the ticket. The ticket status at any point befo...
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Delays in receiving an email with the downloadable data export file
Issue I have requested CSV file but haven't received the download link in my email yet. Resolution If you haven't received the data export zip file containing the data report(s) via email, you can...