Hi all. It would be good if I could pull reporting for tickets that have the same subject. To put this in to context, we send out a marketing comms to all our customers, and they reply to the original email so the subject field is the same. Can I report like this currently as it would be a really easy way to track responses to marketing campaigns for small businesses.
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Reporting by Ticket Subject
Hey Russell,
We do not accommodate the 'subject' of a ticket as a filter in our reports/Analytics to achieve this directly.
I am happy to help you with a workaround for identifying tickets coming in with similar phrases in the subject line. You could set up a ticket create automation rule to tag tickets whose subject contains a specific word/phrase, this ensures that the tickets you are looking to filter will be tagged and you can then use this tag as a filter in a report inside Analytics to render the tickets. Hope this helps!
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