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There can only be one creator of the ticket, either by

  • the system (email, portal etc)
  • or an Agent (eg. Phone).

Why when reports are run the the ‘manually created’ tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).

The ‘Assigned Agent’ at the time is the one credited with the creation.

We are running analytics to assist in KPI’s / commissions for Agents.

It is proven in ticket activities when an Agent creates a ticket manually (phone) it shows it shows them as ‘Ticket creator’.

BUT

When the report is run, the ‘Agent Created’ is the ‘Assigned Agent’ at the time of the report.

Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.

 

Hi @Hendo,

 

Greetings from Freshworks community. I understand your concern here.

 

 

 We do not have a direct filter to use this "Created by" option to filter tickets. I understand your requirement here to create a view for the number of tickets which are created by other agents however, for now, we do not have such an option but this is a valid request and this is already raised with our PMs as a feature request. 

 

A workaround here would be to gather this information by creating a webhook to update a custom agent field. Please create a new drop-down field with all the agent names as present in their profile.

 

Now, we can create a webhook as below, which will automatically populate the agent's name in the new field we have created.  This drop-down field allows us to filter the analytics and reports to get the data.

 

Admin->Automations->Ticket creation

 

With this, once the agent name who's name appears under created by will be updated on the custom agent field and using that you can filter it on the list view as well as on the report/filter. 

 

Downside

You must manually update the drop-down field with the agent names whenever a new agent is added to the account.

 

​Let me know if this helps!

 

This issue likely occurs because the reporting system is attributing ticket creation to the "Assigned Agent" instead of the "Ticket Creator" in cases where tickets are manually created, such as by phone. This misalignment could be due to a configuration in the report settings or how the system logs ticket creation events. To resolve this, you may need to adjust the reporting filters or consult with the support team to ensure the reports reflect the correct "Ticket Creator" rather than the "Assigned Agent." Additionally, check if there are any recent updates or patches available to address this bug.

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