Count Number of Messages Sent and Received on a Support Case

This can be accomplished through a Case saved search. To create the search, perform the following steps:

     1. Navigate to Reports > Saved Searches > All Saved Searches > New.

     2. Select Case.

     3. Provide a Search Title.

     4. Check the Set Available as Sublist View checkbox.

     5. In the Criteria tab > Standard subtab, set Messages Fields: Message is Not Empty.

     6. In the Results tab > Columns subtab, set the following:

Field	Summary Type	Formula	Summary Label
Company	Group
Formula (Numeric)	Sum	DECODE ({messages.isincoming}, 'T',1)	Received
Formula (Numeric)	Sum	DECODE ({messages.isincoming}, 'F',1)	Sent

     7. Click Save and Run.

 

Use the search as a Sublist View from a Customer Record. To do this, perform the steps below:
     
     1. Lists > Relationships > Customers.
     
     2. View a Customer (with a case record).
     
     3. Go to Support tab > Cases subtab.
     
     4. In the View field, select the saved search.