Skip to main content
Question

Unattended Tickets Report

  • Feb 28, 2023 1:21 AM UTC
  • 1 reply
  • 284 views
mishelpdesk
Apprentice

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do  I adjust the alert for unattended tickets?

      1 reply

      Jebas
      Contributor
      Forum|alt.badge.img+7
      • Jebas
      • Contributor
      • Feb 28, 2023 6:56 AM UTC

      Hi @mishelpdesk ,


      Greetings from Freshworks Community!

      To achieve this specific usecase, you can create a Custom Report which the below configuration(Screenshot):
       

      Please apply the exact metrics and filters to see the First response and Resolution SLA Violated Unassigned ticket count. You can apply any Time filters if you need as well.

      And to change the SLA Alert settings, Please navigate to Admin->SLA Policies and you can set up the Reminders for agents:
       

      To make sure none of the tickets go unassigned for certain period, you can go to Admin->Groups, click on the Group name->Group Properties and set up the ticket escalation settings:
       

       I hope this helps!

      Please reply back to this thread if you have any queries, Happy to help!

      Regards,
      Jebas D.

        Terms of UseAccessibility statement