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Hi,

If you send an email to the customer, with email commands to mark it as resolved, it isn't counted as a "resolved first time" - the activity view shows two entries, one responding, and one resolving it.  This means the agent stats aren't accurate.

Any chance of fixing this, or allowing retrospective editing?

Thanks,
Ed










Hi,






We're sorry that we have lost the opportunity earlier to help you with this case. Posting this here for the wider audience. 






Eventhough the resolve action is recorded as a separate entry in the activities , it wouldn't impact the stats of the agent as First call resolution checks for the number of customer responses in the ticket and not the agent responses.






Cheers! 













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