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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…
When creating a new ticket from the web, if you choose to create it as "Closed" there is no option to put time towards that ticket. If you want to put time towards the ticket, you now have to find the ticket and put in your time. It would be nice to show a time entry box when choosing the "Closed" option, the same way it…
Today, if a ticket moves from the status New to a status of Pending Assignment, the system counts that as a response for purposes of the "First response" metrics. We intended to use "Pending Assignment" as a sort of holding tank: New (customer wrote the ticket but we've not assessed it yet) -> Pending Assignment (we've…
I want 1st response metrics to be based on the first note visible to the client, not a hidden note in which a tech provides advice on how to handle the ticket the came in assigned to another tech. Perhaps add a config option that "sets" the 1st response time to the first email sent to the client in the event that is the…
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