Losing overview of the "solved tickets" by Agent when he/she is suspended / deactivated

3 Kommentare

  • Graeme Carmichael
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    Maria

    If you can share a screenshot of the report you are looking at, I may be able to help.

    Please show he WHAT, HOW and FILTER selections you are using, and I can take a look.

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  • Maria Ruiz Lostaunau
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    thanks Graeme

    this is a "view" called solved tickets ...i'm losing the solved tickets of the agents that are suspended 

     

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  • Graeme Carmichael
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    Maria

    So this view will show solved and closed tickets for brand '(PCC) Payment Compliance'.

    What I suspect is happening is that that the missing tickets are archived rather than related to the suspended agent.

    Once a ticket has been closed for 120 days, it is archived and will no longer display in a view.

    If you locate one of your tickets that is missing from your view, then look up the ticket, you will see a banner confirming that the ticket is archived.

     

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