Email commands act as separate action (i.e. can't resolve in first contact)

  • 30 August 2012
  • 1 reply

  • Apprentice
  • 1 reply

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?


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1 reply

Userlevel 4
Badge +12


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.