In order to track agents last action time on the ticket, we must have a filed last update time or time since the last action in the ticket
I mean all the actions, not only responded or a new ticket
for example, if the ticket was assigned to agent1, and then reassigned to agent2, if agent2 haven't done any action for more than 30 minutes then we would notice it in that field in the table view
Thank you
Avital
Hello Avital,
Apologies for not being active on this thread.
You would be able to get the Last updated time or the time of any update that was made on a ticket by checking the activities performed on it. You can check that by clicking on 'Show activities' in the ticket page.
Another workaround would be to configure a date field and make it mandatory so that every time an update is made to a ticket, it becomes mandatory to update the date in that ticket which can in turn be used as a column in the table view.
But I understand that there's no way to capture time as a data and display it as a column in the table view. I will take this idea back to our Product team and check what their thoughts are on this. We'll keep you posted in case of any updates.
Cheers! =)
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