I have been looking at tickets resolved and keeping track on numbers but there seems to be a simple feature missing from ticket searches and filters.
Could we have an update where you can search for tickets resolved by agents on a specific day?
Currently there is no way of doing this apart from a report, which you then cannot add to the dashboard and also doesn’t update unless you go into it and re-run it.
New Idea
Tickets resolved on specific day
+1
+7Hey! I like this request, as a potential work around have you tried filtering so it only shows tickets with the status of resolved and then sorting by last modified date? There’s also a Resolved At field you can filter to which you could set as Today to show you all the tickets resolved that day. I am not sure you’d be able to get that on your dashboard and if it would fully work though.
+1Hi Aaron,
Thank you for your reply. I knew there must be a field for ‘Resolved at’.
Oddly we do not have that field as an option though…. Did you have a certain update or package to include this?
+7No worries, how odd you don’t have it. I am not sure if it is update / package limited, I’d definitely email Support and ask them. Feel free to use my screenshot if it helps. Hope it gets sorted.
+1Hi both,
After some digging, looks like it might not be there on FreshService which is what we and I’m guessing Paul is using.
Aaron - can I confirm if your screenshot is from FreshWorks or FreshService? Seems to be minor differences between the two but might be what is going on.
+1- Community Manager
Hello
We do not support filtering ticket based on Resolved date yet, but we are currently working on bringing this functionality as part of our latest enhancements on the ticket list view. You should be able to see this functionality in your accounts within next few weeks.
- Top Contributor ⭐
What we did to work around it is create fields
and a resolver date field
when a ticket gets closed a workflow kicks in populating those fields and adding the data, so you can use it in the filters and ad it to the dashboard as a value.
its a annoying work around, but its the only way to trigger it as far as i know
+7Hey
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