Topics started by Raunak
When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.
There’s no where Average value of report time is helpful… You should provide a report where we can check the first response time or next response time being at 50 percentile, 70 percentile, 90 percentile… A suggestion - Make reports available to us that can get us data of 90 percentile of first response time and turn around time?
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