Hi.
Currently, we have a curated report called Ticket Lifecycle.
In the Ticket-wise Split widget, for instance, you can have a view of how long (both, in Calendar and in Business hours) a ticket stayed in a status, in a group or assigned to an agent.
That is actually pretty good.
But it is missing something very important for the ticket lifecycle itself: The timestamp of any of that points changed.
I’ll use a real example for elaborating this.
This specific ticket has passed several status changes, group changes and agent changes:
The correct order of events was:
- Ticket created with status “Sin Datos” (Without Data).
- Data was filled, so it changed to status Open.
- Auto-assignment assigned it a group and an agent (and was kept in status Open).
- I changed the group and assigned it to myself, and set it to status “En Proceso” (In process).
- I worked on it and sent a reply to customer asking for further information, setting it on status “Waiting on Customer”.
- Customer replied back with a response, changing the ticket to status Open.
The information of how long a ticket stayed in a status | group | agent combination is perfect, but it is missing the timestamp of such events, making it impossible to view in a streamlined way the lifecycle of this (or any) ticket, as you can’t currently have the proper sorting of those events.
That example Report / Data should be shown in this way:
That’s the chronological order of the events, as seen on Ticket Activities,
If having a timestamp column in such report, we could sort that data as expected.
I tried / thought of creating a custom object in order to store that data and then retrieve it from Analytics, but Custom Objects are basically readable-only in Workflows and we cannot write data onto them from Workflows.
This is very much needed for auditing.
This applies for FreshDesk and FreshService (and I guess all products that uses Analytics).
Hope this gets considered, approved, developed and delivered soon.
Elvis.
