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Ticket Based Compensation - On-Call Report

  • May 31, 2022 4:34 PM UTC
  • 1 reply
  • 42 views
JOsh_S
Apprentice
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Hey FreshPeoples!

So - I just had a rather frustrating back and forth with FreshDesk Support, and I’m struggling with a specific request.  I need to send a report to Payroll weekly that has the following information.  Agent Name, number of tickets taken “after hours” that week - which includes the full day on weekends.  This is for per-ticket based compensation for my agents during their “oncall” week.  

I haven’t really found a great way to do this (though - for the life of me I can’t understand why I can’t just generate a simple report of tickets created outside of set business hours, and what agent took them 🤷🤷) and I’m wondering if any of you amazing people have found a good way to do this.  

Thanks in advance for the help! 

    1 reply

    Pooja Bernice
    Community Debut
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    • Pooja Bernice
    • Community Debut
    • Jun 2, 2022 10:10 PM UTC

    Hi @JOsh_S,

    Welcome to the Freshworks Community!

    I understand you are looking to track your agent tickets during non-business hours, I am afraid we do not support a metric that tracks the tickets created out of business hours; here are the list of supported metrics within Freshdesk presently -

    Support metrics in Freshdesk Analytics

    Thank you for notifying us about the need of this metric. We will have this relayed to our product team as a feature request and ensure this is added on our product roadmap.

    Cheers!

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