Skip to main content
Visit Freshworks.com Visit Freshworks

Is there away to generate a notification if a ticket bounces between groups multiple times or even away to count the number of changes that occur?

Example, ticket is raised by tier 1 and sent to infrastructure (1st change).  Infrastructure needs additional information so they send the ticket back to tier 2 (2nd change).  Tier 2 is unable to get the information requested so they send it incorrectly to Desktop Support (3rd change).  Device is actually a Register so Desktop Support sends it to POS Hardware (4th change).  POS Hardware answers the question for Infrastructure and sends the ticket back to Infrastructure (5th change).  Infrastructure is able to fix the issue and close the ticket.  

This is a scenario we have encountered many times, sometimes a ticket will bounce multiple times between groups.  We need away of documenting this.

Hi.

Definitely.

There’s a metric call Group Reassign Count, and you can apply filters with it:

 

And even apply Rank order:

This should give you exactly what you are needing.

 

Regards,

Reply


Terms of Use