Hey FreshPeoples!
So - I just had a rather frustrating back and forth with FreshDesk Support, and I’m struggling with a specific request. I need to send a report to Payroll weekly that has the following information. Agent Name, number of tickets taken “after hours” that week - which includes the full day on weekends. This is for per-ticket based compensation for my agents during their “oncall” week.
I haven’t really found a great way to do this (though - for the life of me I can’t understand why I can’t just generate a simple report of tickets created outside of set business hours, and what agent took them 🤷🤷) and I’m wondering if any of you amazing people have found a good way to do this.
Thanks in advance for the help!
Question
Ticket Based Compensation - On-Call Report
+6Hi
Welcome to the Freshworks Community!
I understand you are looking to track your agent tickets during non-business hours, I am afraid we do not support a metric that tracks the tickets created out of business hours; here are the list of supported metrics within Freshdesk presently -
Support metrics in Freshdesk Analytics
Thank you for notifying us about the need of this metric. We will have this relayed to our product team as a feature request and ensure this is added on our product roadmap.
Cheers!
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