We are using Freshservice product and one of the challenge is to have agent wise overall volume handle report for a given month. We can get the received tickets however it only shows open and closed by the agent ( In their bin) but it lacks the visibility of tickets which are escalated to different groups. How can we see monthly ticket volume handled by agent which they escalate to next level teams.
+14We are using Freshservice product and one of the challenge is to have agent wise overall volume handle report for a given month. We can get the received tickets however it only shows open and closed by the agent ( In their bin) but it lacks the visibility of tickets which are escalated to different groups. How can we see monthly ticket volume handled by agent which they escalate to next level teams.
AS FS only save “now” state of the ticket and not the history of the ticket it’s tricky.
You can get how many times ticket has been moved between groups or how many respons a ticket has.
We need to stor the data in tags or custom fields for this until FW adds the that data to the ticket.
As this is a saas solution and they don’t want to extra data to all tickets.
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