helpscout: use replies_sent to compute contact rate

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The `conversations_count` we previously used counts replies, but also
all conversations that were tagged or re-tagged during the month – with
made counting the actual work spent on user support brittle.

Counting the replies is a better estimation of what we get.

Unfortunately this also removes the filtering-by-tag feature. To
mitigate this, the reports are now scoped to a specific mailbox. This
allows to create extra mailboxes for conversations that should't be
counted in the stats.

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This commit is contained in:

Pierre de La Morinerie 2019-09-11 15:16:48 +00:00

parent 52226804d0

commit 503c393a87

6 changed files with 57 additions and 62 deletions

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spec/fixtures/cassettes/helpscout_conversations_reports.yml vendored

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