Reporting for WhatsApp Requests

Our Plan is suite growth and I have been trying to get a report on the type of requests we get on WhatsApp.The best way I thought to do this was to create a view and then download it as CSV.However,50% of WhatsApp requests are reopened. One ticket can have a whole thread(re opens) and it may have been created on another month and is still 'open' months later but with different issues. I will not get a clear picture of the kind of requests received for a particular period including reopens because the condition in views only has 'created at'. How else can I go around this? I want to get the kind of requests for whatsApp tickets created and opened for a particular period.

Dane

July 23, 2022 05:22

Zendesk Engineering

Hi Lindanne,

The best practice when it comes to this is to make sure that any Solved WhatsApp tickets will be Closed after a few days. You can create an automation for it. Once done, any new inquiry will create a new ticket instead of reopening the current one.

Lindanne Mureu

July 30, 2022 20:38

谢谢你！我会做。

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