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Is there a way to see when a ticket was last opened/viewed?

  • May 2, 2025 4:08 PM UTC
  • 2 replies
  • 60 views
Skilled Expert
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Is there a way to add a field to a report that shows you the last time a ticket was opened/viewed but nothing on the ticket was changed or saved?  

 

We have an aged ticket report and want to see if tickets are just being ignored or if someone has viewed but not taken any actions on the ticket

    2 replies

    Amrit Mishra
    Contributor
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    ​@chadholton this is currently not supported OOTB. Request you to log an idea for the same here. You could, however, partially achieve this by creating a custom field and populating it when a ticket is viewed but not updated. In analytics, you can then use this custom field as a filter condition to get what you need.

      Kamakshi
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      • Kamakshi
      • Former Community Manager
      • May 5, 2025 3:58 AM UTC

      Hey ​@Amrit Mishra !

      I’m converting this thread into an IDEA.

      Freshworks Community Manager
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