Hi, On 13.10.2010, at 19:31, Pradumna Maheshwari wrote:
> Can you please tell me, what do we mean by closing ticket with first customer > contact ? How it is related to Articles of the ticket ? > Is it possible to generate its report in 'Stats' ? How ? Closed by first contact: Phone Ticket created with closed status Ticket closed with first email/phonecall to customer Stats: FirstLevelSolutionRate Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project
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