If a ticket comes in through the portal of email I need to know which agent initially picks it up. Who is grabbing the ticket and then assigning it out to whoever should work the ticket (the assignee). For example, I need to see how many tickets that were submitted through email did my agent view (or pick up) and direct it to the proper person for. We count these metrics monthly.
Example:
Ticket comes in through the portal asking for camera footage of a store on jan12th. The Service desk agent sees the ticket, picks it up or reads it with the SLA Response time and decides it need to go to Jane in Security, so she passes it on.
Good job agent but how can I tell they touched the ticket (with out viewing the audit, I can see it there, but only by looking at each ticket individually)
