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Topics started by jmoar

2 Topics

jmoar
Apprentice
jmoarApprentice
asked in Ticketing & Agent Productivity

Reporting on a dependent field inside a Ticket Type section

I’m wondering whether it is possible to report on a dependent field, inside a ticket type section.So at the moment, we have the default ticket field ‘Type’ with an ‘IT Support’ option. Selecting ‘IT Support’ displays the ‘System’ section, which contains a dependent field for all of our different systems, and then sub-categories of those systems, etc.Is it possible to create a widget which would display ticket volume for each of those systems, and then let us drill down into the subcategories etc.? Has anyone had any luck with this?

3
emanuelevalerio
Community Debut
1 year ago
jmoar
Apprentice
jmoarApprentice
asked in Analytics, Reports & Dashboards

Reporting on a custom Customer Field

We have added a custom field for Contacts, where we include the requester’s Department inside the company. We would like to report on this, to get an idea of which Departments are making the most requests, and what type of requests they are making.I have played around with filtering existing reports, as well as creating my own widgets, but I have not found a way to report on this custom field. In fact, the options for reporting on customer data are quite limited in general.Has anyone had any success with reporting on customer data, specifically on custom fields for contacts?

2
J
Community Debut
4 months ago

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