Analyse Survey Tickets in the Ticket Dashboard

Question

Hello all, please excuse my poor English as I'm French.

I have set up an NPS survey, with a close the loop program : whenever a client is a detractor, a ticket is generated, and a team calls him back. If needed, the team can create sub-tickets assigned to their colleagues in other departments.

I have created a dashboard to monitor volume & status of this process, but I can't manage to separate the "survey tickets" from the "sub-tickets".
Eg. : I have 150 detractors to call, so 150 tickets. But my team has created sub-tickets for other depts. And I therefore see "270 tickets" in my dashboard.
This doens't help.

Has anyone found how to separate external tickets from internal sub-tickets in the dashboards widgets?
Thanks for your help
Diane

Anonymous · Accepted Answer

cant you check using ticket status like if it is assigned or not.

DianeB · Answer

Thanks for your answer! It helps indeed, although not perfect as I must check/uncheck the name of all  the teams that are part of the process. But thanks as it's a good tip - merci !

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