Unattended Tickets Report

  • 28 February 2023
  • 1 reply

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do  I adjust the alert for unattended tickets?

1 reply

Userlevel 2
Badge +6

Hi @mishelpdesk ,

Greetings from Freshworks Community!

To achieve this specific usecase, you can create a Custom Report which the below configuration(Screenshot):

Please apply the exact metrics and filters to see the First response and Resolution SLA Violated Unassigned ticket count. You can apply any Time filters if you need as well.

And to change the SLA Alert settings, Please navigate to Admin->SLA Policies and you can set up the Reminders for agents:

To make sure none of the tickets go unassigned for certain period, you can go to Admin->Groups, click on the Group name->Group Properties and set up the ticket escalation settings:

 I hope this helps!

Please reply back to this thread if you have any queries, Happy to help!

Jebas D.