Answered

Report on tickets NOTupdated in the last X hours

Is there a way to find out tickets not touched or updated in x number of hours (say last 48 hours)?  As a helpdesk manager, you want to know which tickets are with NO activity in a specific time frame.

 

Thank you.


Best Answer

Hey Gino,


Correct me if I'm wrong but you want to be able to generate reports that show you the tickets, the time elapsed before an agent did reply etc...right? Unfortunately, you can't do that in Freshdesk but you can create a view that pulls up all of these tickets. Just set up a Supervisor rule that assigns tickets that haven't been touched/updated('Hours since Created' = x and number of agent interactions = 0 or set hours since agent responded as x) a particular tag(Say NT to indicate not touched) to be able to create a view with those particular tickets(Make sure you name the view and save it for future reference). Or you can send yourself an email alert everytime the Supervisor matches a ticket against his rule to be up-to-date on this. Hope this helps! :)  



Thank you for the suggestion.  I'll try it out and see the result.

1
Answer

Hey Gino,


Correct me if I'm wrong but you want to be able to generate reports that show you the tickets, the time elapsed before an agent did reply etc...right? Unfortunately, you can't do that in Freshdesk but you can create a view that pulls up all of these tickets. Just set up a Supervisor rule that assigns tickets that haven't been touched/updated('Hours since Created' = x and number of agent interactions = 0 or set hours since agent responded as x) a particular tag(Say NT to indicate not touched) to be able to create a view with those particular tickets(Make sure you name the view and save it for future reference). Or you can send yourself an email alert everytime the Supervisor matches a ticket against his rule to be up-to-date on this. Hope this helps! :)