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In the Responsiveness tab of the Customer Support reports, will filtering by team only show responsiveness while the ticket is assigned to that team?

D

We start our conversations in a general support team folder. We then occasionally send tickets to other teams for more help. If we run a responsiveness report and filter by the second team that the ticket was forwarded to, will the report only show responsiveness while the ticket was assigned to that team, or will responsiveness while it was in another team folder be included in the report?

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Best answer by Roy 6 July 2021, 15:57

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👋 Hi @dan m12​ ,

 

As far as I know it's showing data while the Conversation was assigned to the filtered team.

A

Hey @dan m12​ 😊

 

To back up what @roy s11​ said - Team and Teammate assigned filters will only look at the current assignee. Previous team or teammate assignments won’t be included. Hope that helps to make things clearer! 👍

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