Tickets Touched Metric

The "Tickets Touched" metric refers to the following:

  • Any ticket opened by any agent
  • If a ticket is opened twice, it counts as two touches
  • No update or any activity on the ticket is required to count as a "ticket touched" 

Tickets touched appears on the Summary Report & Trends Report. Additionally, the raw data is captured via the "Activity Feed" report. 

 

 

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