Right now we can know how many open tickets inside Freshdesk, but from the total open tickets, how can we know / filter “total of open because of new ticket” and “total of open because of reopen”? Please advise.
Question
Filtering new ticket in Freshdesk
+8Hi
Ally, Freshworks Community Manager
+1Hi
We hope to hear from you soon, since this is something that we can have in Freshservice, we’re hoping the same metric from Freshdesk as well
+6Hi
Greetings from Freshworks Community!
I understand that you would like to filter out the open tickets in your helpdesk which was reopened and not New, In order to achieve this you can make use of “Tickets Reopened” Metric which is available in Analytics.
You can know more about the same in this solution article: https://support.freshdesk.com/en/support/solutions/articles/50000000008-reopened-tickets-in-analytics-helpdesk-ticket-volume-
I hope this helps.
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) Cheers ! Jim Aswin, Freshworks Community
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