Hi Community,
I was just wondering if there was a feature within Freshdesk that can be enabled which shows a history of which agents have read / viewed a ticket?
We regularly find staff cherry-picking through tickets and leaving the more difficult ones for other staff. It would be good to see a history of who has viewed the ticket so we could assist the staff member(s) with more training.
On the other hand it would be good to see the read history so staff members can speak with each other about the ticket they’ve both viewed / read.
