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.