First Contact Resolution - Kennisbank / Deskpro Legacy - Deskpro Support

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First Contact Resolution

Creating a list of tickets that were resolved with only 1 agent reply can be created in the following DPQL format:

SELECT tickets.id, tickets.subject, tickets.agent, tickets.date_created

FROM tickets

WHERE tickets.count_agent_replies = 1 AND tickets.status = 'resolved'

ORDER BY tickets.date_created

The resulting table will be displayed as shown below:

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