Hi all,
I'm currently having a look at different ticketing tools to see the possibilities.
A main point is about reporting on SLA.
I already had a look at your documentation and forum topics but didn't find answer to my question.
In our organization, we have multiple groups handling specific topics.
It can happen that a ticket is transferred to different groups in case of wrong assignment or a request to be handled by different teams.
In that context, it can also happen that a ticket is first assigned to group A, transferred to group B and then reassigned to group A to finalize the process.
In that context, I'm wondering about the figures we can get in the SLA reporting provided by Freshdesk.
We would like to be able to get the global resolution time for all the group. It allows to see if we exceeded the SLA agreed with the customer.
We would like also to be able to get SLA per group, to see if the delay is due to group A or group B.
Another concern is how react the system when ticket goes first to group A, then to group B and at the end comes back to group A.
Is the time spent on group A reset when it comes back or does it add the second time to the initial one?
Also, we have groups/teams working in different time zone. As I remember, this is correctly handled in Freshdesk. Someone could confirm?
I already thank you a lot for your answers.
Kind regards,
Bogdan