We are in the process of monitoring the agent’s reply.
We have an integration between Freshdesk and another third-party system where the tickets are created with a random email ID.
The thing is, when an agent replies to these tickets, will the product consider this as a reply count for the agent even if the replies reverted due to the “address not found” error?
Thanks in advance.
community-bot
(Your Friendly Community Bot)
assigned Debjani
#2
Based on the description you wanted to know if “Address Not Found” replies count as agent replies in analytics.
I am afraid yes, they will be considered as agent replies in the analytics, the agent reply is calculated if the agent clicks on the reply button and follows up with a send button on the ticket details page.