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