In trying to account for CS rep workload, I'd like to be able to measure more than the number of "Open" tickets/cases, since this only reflects the initial email arrival, but not the subsequent arrivals of additional email questions from that same client, which automatically update that original ticket.
Is there a way to measure the inbound arrival of emails, even if it's to an existing Ticket/Case? Basically, the "Last modified date" would be PERFECT if it reflected any inbound "modification" to the Ticket, rather than just internal actions. I can't figure out a workflow or other means to have the inbound activity for one single Ticket that updates multiple times to reflect those multiple inbound updates.
Any ideas? Thanks!
1 resposta
Hi Willow,
Rather than using the Case Last Modified Date, you can track the inbound emails associated with the Case. With Email-to-Case, each incoming email can be associated with the existing Case, so the email records can be used to count how many inbound messages were received.
You could then create a report grouped by Case and count the inbound emails to measure the actual volume of customer responses/questions, even when they all belong to the same Case.
If you need that count stored directly on the Case, you could use automation/custom Apex to maintain an "Inbound Email Count" field whenever a new inbound email is received.
This would give you a much more accurate measure of the CS workload than simply counting Open Cases.
