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?
Userlevel 1
- Community Manager
- 9 replies
-
28 February 2024
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
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