I would like to hear, if any of you have an idea to making a report that shows the following:
1. A ticket comes in and gets assigned to an agent. The agent either solves it after x amount of time, or when it gets reassigns it to another or solved.
Is it possible, to get a report that shows the amount of time the ticket has been assigned to each agent?
Great question! It would definitely be valuable to have a report that tracks the time each ticket is assigned to different agents and how long it takes to resolve issues.
One potential solution could be to leverage the reporting features in our system, which might allow you to capture the timestamps associated with ticket assignments and resolutions. You could also explore custom fields or tags to track reassignments.
If anyone else has suggestions or experiences with similar reporting needs, please share! Collaborating on this might lead us to some effective solutions.
Thanks for bringing this up!