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Topics started by mbleamer

1 Topic

M
Apprentice
mbleamerApprentice
posted in Archives - Freshdesk

Separate Closed vs. Resolved tickets

I would like to see a report that shows only resolved tickets vs. closed tickets.  We use Closed to indicate there was no work done to resolve the issue.  This can be due to many reasons such as the customer provided incorrect information and there was no issue, the customer submitted a request that can't be accommodated, the issue was resolved through other means before the ticket was addressed, etc.  We use Resolved when there was legitimate work done to resolve the issue.Is there a way to report on these statuses separately, even if that means creating a new status other than Closed to indicate the ticket was closed, not resolved?Thanks,Mike

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M
Apprentice
5 years ago

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