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

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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

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