{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/5cbf905383d14e889fe8777e54a5604f\" frameborder=\"0\" width=\"1280\" height=\"960\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":960,"width":1280,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":960,"thumbnail_width":1280,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/5cbf905383d14e889fe8777e54a5604f-46d22f8a78a32ca5.gif","duration":138.3804,"title":"Identifying Customer Back-and-Forth Interactions for Improved Support","description":"In this video, I demonstrate how to identify customer tickets that may be caught in excessive back-and-forth communication with agents. Specifically, I'm focusing on unsolved tickets that have had five or more responses, as this could indicate an issue. I’ll be adding a widget to my dashboard to track these tickets and ensure they are highlighted for visibility. Additionally, I want to set up notifications for when these situations arise, so we can take timely action. Please pay attention to this process and implement similar tracking in your own dashboards."}