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Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

Hi ​@Sarika,

Greetings from Freshworks Community!

I understand your request to filter out tickets where the agent has handled the notes but was not assigned to them.

We do not have an option to apply these as filters as the agents are currently not assigned to the ticket. However, if we know the content of the notes and replies, you can search via that and toggle on the following options from the Search preferences.

 

Also, you can track this via Agent performance reports which gives you the total count of number of notes added. Article for help:
https://support.freshdesk.com/en/support/solutions/articles/50000000024-agent-performance-report-in-analytics

 

Hope this helps.
 

Cheers,
Sneha.

 

The solution suggested is with the search but the solution needed is with the filtering, with agents handling so many tickets, its not possible to remember the text or details of the ticket.

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