Data export of all edits
duration
)duration
in the export) is the difference between the end time and start time. The post-processing time (durationAfterWork
in the export) is the difference between the processing time and the end time.
action
)statusAction
): The editor has set the status of a ticket to âPendingâ. Example: Information is missing that has been requested from the customer. As soon as this is available, the processing can continue.
closeAction
): A ticket was closed by the editor without sending a reply to the customer. Example: The customer wants to cancel, and the confirmation of cancellation is sent by the billing system. A separate response is therefore not necessary.
writeAction
): A ticket was closed with a reply. Example: A customer has asked a question that is answered.
autoProcessAction
): A ticket was autonomously closed by an Enneo AI agent configured for dark processing. Example: A customer wants a credit payout, and the corresponding AI agent automatically initiates this.
reOpened
)status
)name
) / Data protectionaiFunction
)