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Case Metrics - need suggestions
We are using NS for Issue / Case management and it has been a great addition.
We do have on issue, however, in that we allow users who reply to a case to re-open it (if we did not do this our support reps may forget to do so).
Unfortunately we have a number of customers who reply 3-4 days (ans sometimes even longer) after receiving the resolution just to say 'Thanks'. We then manually close the case. We use NS to track average time to close a case and NS no considers the case to be closed as of the 'final' close. This skews the metrics.
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