We have a good amount of tickets that are auto closed by automation rules. Is there a way to exclude these from all SLA calculations or would I need to assign them to a specific group and then exclude that group in the SLA analytics?
Solved
Exclude autoclosed tickets from SLA
Best answer by Kajal Vats
Hi
Greetings for the day!
Are you looking to exclude the auto-closed tickets from Analytics report? If yes, you can add a tag through the same automation to those tickets when they are auto-closed. While filtering the data in Analytics you can add the following filter to exclude those tickets from your report:
Feel free to drop a note for any further help.
Cheers,
Kajal, Freshworks Community
+4Hi
Greetings for the day!
Are you looking to exclude the auto-closed tickets from Analytics report? If yes, you can add a tag through the same automation to those tickets when they are auto-closed. While filtering the data in Analytics you can add the following filter to exclude those tickets from your report:
Feel free to drop a note for any further help.
Cheers,
Kajal, Freshworks Community
1 person likes this
Reply
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login with LinkedInor use your username
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.