Daniel Cox

Hi Noly Maron Unson, thank you for this. We will run some tests to see if we can get this working.

Can the same also be done for the First resolution time?

This is an absolute must—at the very least, to be compliant with local personal data regulations, how can you provide this data to someone who is asking for it?

Hi All, 

Can anyone help me split out the First Reply Time results in more detail?

The default results appear to be: "no reply", 0-1 hours, 1-8 hours, 8-24 hours and then >24 hours.

I would like the reply to match our SLAs (first response within 72 hours) a little closer - So show additional time frames? I.e. 1-8, 8-24, 24-48, 48-72 and >72 (for example).

I read various articles and played around with calculations - I couldn't work it out.

Anyone?

Hi All,

Is it not worth just having a simple search in the audit log for now - to search a name or sentence?

Is the audit log not being checked for a specific event in most cases?

For example, I found a set of emails that kept appearing in my suspended tickets - I tried adding the email address to the allow list, whatever else I could think of.

ZD kept telling me that I could not recover these automatically, and when I tried manually - a message saying the the Requester was suspended.

Then I realised what that actually meant - when I searched the email address under the people section, I found that that email address (end-user) was suspended. 

I would have been the only person to suspend them, but I have no recollection of doing so, nor, could I understand why I would have.

For me, this is about checking one's work - and this could in turn identify any bugs or issues, that might masquerade around as user errors.

Is there an ETA on some of the changes that were mentioned above?

Dan Cox.

This List is great - but needs a column showing the level of the agent, at a glance, it is difficult to see who is who without filtering.