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Hi folks, hoping someone knows how to do this, as I am a bit stumped!

 

We have a number of ingested emails that auto create tickets. We can see on the ticket, on the To: line, which email address the initial email had been sent to. We can even access this in workflow conditions.

What I can’t figure out how to do is access this data via analytics. I’d like to be able to see a breakdown of which email accounts are ingesting the most tickets, and also to see if any tickets have been manually raised with a source of ‘email’ (aka, nothing on the To line)

Not been able to work out if this is possible, and if it isn’t I do think it should be!

Hi there,
Please note that the ‘To email’ attribute is not available in analytics for now. As a workaround, you can create a custom ticket field, hide it in the ticket form using business rules and create a workflow to update the ‘To email’ of the tickets in this custom ticket field. After this you can use the custom field as a filter or gorup by parameter in analytics to view the tickets by ‘To email’.

For future tickets, an event based workflow will do the job and for tickets last 6 months old tickets, a scheduled workflow would be an option.

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