I'd like to set up a view or a report (or both) that allows me to see which agents are pulling tickets from our email queue, but I'm really not sure where to start.
I was thinking I should use a trigger that assigns a tag the first time an agent is assigned and sends a public reply.
Then I could have a view that shows me tickets based on that tag.
What I'm not sure about is the conditions to use in the trigger:
- I want to know who is the first person to reply to the customer
- that person is basically who should own it whether or not the actual current assignee is that person.
Seems like I'd need to create a trigger for each analyst (kind of a pain), right?
thanks for any help!
Please sign in to leave a comment.