Reporting

Freya Milligan
Tera Contributor

‎10-25-2024 06:06 AM

Is there a method to report on tickets that have been responded back by the caller or a different entity that isn't system or the assignee?

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Akash4
Kilo Sage
Kilo Sage

‎10-25-2024 06:40 AM

Hi Freya, 

From OOB SN, there is no indicator suggesting a ticket is responded by Caller. But you can configure this for future by adding an Indicator (flag or field) or Metric definition which will be set when a Caller is responded back via Comments (usually the case).

It’s a good requirement (rather question). I see scope for wuick help to agents working on tickets.

Regards, Akash
If my response proves useful, please mark it "Accept as Solution" and "Helpful". This action benefits both the community and me.
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