created by and reported by different accounts in DevRev ticket
ART-3235_KNOWLEDGE_NODE-25
one.\n\nInstallation\n------------\n\nInstall the [Reported by Enricher](https://marketplace.devrev.ai/ticket-reported-by) from DevRev marketplace.\n\nConfiguration\n-------------\n\nIn the **Configuration** tab, the following settings are available:\n\n* **Custom Email Field**: Specify the backend name of the custom field where the email is entered when creating a ticket.\n* **Default Account**: Select the account to which new customers should be linked if they do not already exist in the
Reported by enricher | Automate | Snap-ins | DevRev
ART-1330_KNOWLEDGE_NODE-0
b"The  Airdrop  algorithm for populating reported_by field on tickets:\n\nCheck the reported by list:\n\nRemember if there are any revusers. If there are, remember the first revorg encountered (let's call it revOrgA).\n\nRemember if there are any devusers.\n\nCheck the revorg specified in the ticket, let's call it revOrgB.\n\nDo one of the following:\n\nIf there is a revOrgA then set it in the ticket (overwriting revOrgB) and remove any user that does not belong to it (i.e. revusers from
How Airdrop populates reported_by on tickets
ART-3235_KNOWLEDGE_NODE-24
[Snap-ins](/docs/snapins)\n[Automate](/docs/automate)\n[Reported by enricher](/docs/automations/ticket-reported-by)\n\nReported by enricher\n====================\n\nThe [Reported by Enricher](https://marketplace.devrev.ai/ticket-reported-by) snap-in automatically updates the **Reported By** field on tickets created with an email entered in a custom field. It verifies if the email belongs to an existing customer of the configured account and either links to that customer or creates a new
Reported by enricher | Automate | Snap-ins | DevRev
ART-3235_KNOWLEDGE_NODE-26
system.\n\nAfter configuring these settings, the snap-in automatically processes new tickets and enriches their **Reported By** fields based on the provided email addresses.\n\n[PreviousSlack Broadcaster](/docs/automations/slack-broadcaster)[NextTicket approval workflow](/docs/automations/ticket-approval-workflow)\n\n#### On this page\n\n* [Installation](#installation)\n* [Configuration](#configuration)\n\n[Enterprise grade security to protect customer data\n\nLearn more about
Reported by enricher | Automate | Snap-ins | DevRev
ART-1986_KNOWLEDGE_NODE-37
a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The
Service-level agreement | Computer for Support Teams | DevRev
ART-6174_KNOWLEDGE_NODE-27
happens automatically:\n\n* The original conversation moves to *Archived* stage and cannot be reopened.\n* A new ticket is created with:\n  + All internal discussions and customer messages copied from the conversation\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\n  + An AI-generated ticket title and description based on customer messages\n\nConvert conversations to
Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev
ART-1986_KNOWLEDGE_NODE-36
conversations:\n\n**Tickets**\n\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\n| --- | --- | --- | --- | --- | --- |\n| First response time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\n| Next response time | * Ticket created by
Service-level agreement | Computer for Support Teams | DevRev