We often times have support issues directed at our account managers. Our account managers are light agents so they cannot create tickets, instead they forward the email to support, which creates a support ticket. I'm trying to report (in Explore) on how many of those tickets - submitted by a light agent - are coming in each month to support.
Unfortunately it seems that light agents and agents are both clumped into "Agents". Is there a way to separate tickets submitted by light agent and agent? We are using groups, so that is a feasible option as well if someone has insight into that.
Currently, I am using:
COUNT(Agent submitted tickets)
- Ticket created - Month
- Submitter role (to exclude admins)
- Submitter name (I am individually excluding the whole support team, which is not scalable, however, for now works).
Thanks in advance!
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