You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Emails Received - Exclude Client Response to Auto Reply and Thank You Responses

Question
35
Views
0
Comments

Summary

Exclude Client Responses to Auto Replies and "thank you" responses to solved incidents

Content

I am trying to update the Emails Received report to count the number of emails received as follows:

  • auto-reply sent to client AND client responds again
    • count # emails received as 1, exclude initial email that was not addressed by auto-reply
  • client responds after incident is solved with a "thank you" and agent clicks on custom "No Reply Needed" button to append a private note
    • count # emails received as 1, exclude "thank you" email 

The report currently excludes the following:

  • auto-reply sent to client AND client does NOT respond again

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!