Conversion Rate - Exclude statuses
Gathering Feedback
The conversion report currently is counting all closed tickets, even if we are not sending a survey out. We intentionally are not sending out surveys in specific cases (For example: alert tickets from our RMM tool that aren’t client facing).
We understand that the reason it is counting the tickets is because of the escalation status. It would be great to be able to exclude tickets from being counted as closed based on the status we set instead of the SLA escalation status. Maybe a filter on the report would work?
-
Official comment
Hi Jason! Thanks for your contribution.
At the moment, for the Conversion Rate Report, Crewhu will verify all tickets closed on the boards you selected for the integration.
Is it possible to take the alert tickets to a different board? That would solve the problem, and also could differentiate your service desk tickets from the alert tickets in your Connectwise reports.
Even though we could filter the tickets by status, do the alert tickets, when closed, get to a different status than the client-facing ones?
Thanks in advance
Comment actions -
We have moved alerts to a different board, however, there are still other cases when we don't send a survey out intentionally and would prefer that the ticket is not counted in the conversion report. An example besides alert tickets is a canceled ticket or a child ticket. In both cases, we don't send out surveys.
When we do not want a survey to be sent, we use a different closing status that does not send a survey.
-
Hi Jason!
I appreciate it for sharing more details about your processes.
When the ticket is canceled (not in a closed status) we don't consider it for the conversion.
Your suggestion about your use-case where a different closing status that does not send a survey and is in the same board, I'll move it to our backlog.
I appreciate it your contribution! Have a nice day.
Please sign in to leave a comment.
Comments
3 comments