Attended Tickets

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    alisha strawbridge

    Hello, I have a background using insights and have a question to ensure I'm viewing this correctly.
    I was just wondering if this metric essentially counts tickets where there was an update or if it counts ticket updates?
    I thought from the name that it will return a count of tickets where there has been an update but then see the use of "attended ticket points" which seems to be more of a ticket update.
    Hope that makes sense

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    Paule Matkeviciute

    Hey Alisha,

    Indeed Attended Tickets metric counts totals of all the updates made on the tickets. If you would like to see count of unique tickets agents worked on, a good metric to look at is Handled Tickets

    Hope this helps Alisha!

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