Implement a "Ticket View History" feature that registers and logs every instance an agent views a ticket. This history should include details such as:
- Agent Name: The name or ID of the agent who viewed the ticket.
- Timestamp: The exact time and date the ticket was viewed.
- Action Taken: If applicable, details of any action taken during the viewing (optional for just views).
- Duration: Optionally track how long the ticket was viewed.
Benefits:
- Improved Accountability: Track which agents have viewed a ticket, ensuring transparency and accountability within the team.
- Better Monitoring: Identify if any critical tickets have been viewed but not actioned upon, which can help in flagging such cases.
- Insightful Data: Provides insights into the workflow of ticket handling and ensures no ticket is overlooked without proper attention.
Use Case:
Helpdesk managers or supervisors can see if a ticket has been viewed multiple times without resolution, enabling better task assignment and follow-up.
