Hi,
I have just taken over the support in my company and trying to figure
out how to read the statistics that is generated by the stat module
'Ticket State action overview'.
Can someone tell me where I could look up all the 'state actions'
mentioned in this statistics?
My main concern:
How do I interpret 'EmailCustomer' that is shown in the statitics? Does
it contain the 'New Tickets' + 'FollowUp' or is just 'New Tickets'? in
other words, does EmailCustomer mean the total no. of emails that came
in, in that period, irrespective of whether they were new tickets or
follow-ups to old tickets?
Would be great if someone could help me out in interpreting the y-axis.
Sorry if this is a totally dumb question but I just can't seem to find
the answer in the docs.
thanks and best regards,
Vani
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