Change Completed / Closed / Resolved Date
We occasionally have tickets that go beyond 6 months old (longer projects, things waiting for the new fiscal year, etc) and they slip out of the default ticket view and the agent forgets to close the ticket when it's actually resolved. On Spiceworks, we had the ability to edit the Resolved date in these instances so that the ticket metrics were not thrown off (and of course we had internal procedures around this, reminders, etc.).
It would be great to have this feature available in Fresh Service. We didn't use it often, but used it enough where it's absence is missed.
2 people like this idea
I agree this is a needed feature. Sometimes our agents will forget to set a ticket as resolved or closed for a few days. This deeply affects the value we place on Freshservice reporting.
I can understand how altering the timestamps could be abused so I would also expect the editing actions to the timestamp of ticket resolution or closure to leave a remark in the ticket activity list that can not be altered or removed by anyone.