One Ticket Multiple Resolvers

  • 11 May 2019
  • 1 reply

My resolvers work on shifts and there would be times when another resolver would work on / reply to the same ticket  especially if the other resolver is off duty. I want to be able to track who manages a ticket if there are multiple people working on one ticket and see a time stamp in it. 

Example reporting would be:

Ticket #: 123456

09:00 - 09:15 - Agent ABC - Assigned the ticket

11:00 - 11:10  - Agent XYZ - Replied to the Customer

13:00 - 13:05  - Agent LMN - Resolved the ticket

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1 reply

Badge +7

 In a ticket you can click on "show activities", which gives this information, but I assume you want a report.