Adding an agent summary section and getting it through a report

  • 7 August 2019
  • 1 reply

I would like the agents to fill in some info when closing the tickets, and to be able to issue a report of all of the answers to that field for a specific time frame.

This is an internal field and the customer should not be seeing it.

Any ideas of how to do that? 

1 reply

Userlevel 1
Badge +5

Hi @michalsc,

Apologies for the delay in getting back. 

We understand that you would like to have a field for agents to fill in before closing the ticket. Navigate to Admin>Ticket fields and create a new multiline ticket field with only the agent side options mandatory so that your customers don’t get to see the field.

 Once your agents start using the field, You can click on Export> Show multiline text fields and select this particular ticket field from the Ticket list view page while exporting tickets to be able to track them for a particular time frame.


Hope this helps!