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Replies posted by OneSeventeen

1 Reply

A
Skilled Expert
anthonys123
asked in Ticketing & Agent Productivity

How do you schedule your tickets on a calendar?

We have a 2 person support team and have had up to 300 tickets open at a time and are now down to about 120, so we feel the pain of needing to have a better picture of when tickets were submitted, or when they are due for a time-sensitive event.We have sadly resorted to an Excel spreadsheet that one of our technicians uses to add the previous day’s tickets to  if they weren’t resolved (that way we aren’t scheduling issues resolved same-day).  She makes each entry a hyperlink to the Freshdesk ticket, and changes the color of them when we resolve them.There’s a TON of manual labor being done and it would be sweet if we could just sync them up with a calendar and view by either entry date or due date.I might wind up writing a quick web-app to pull this information and plug into an existing Calendar library, but probably not until we get our ticket count down to 25 or less. 

9
arunrajkumar
Community Debut
8 months ago

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