Ability to easily report on Last Update by Assignee
Posted Jan 26, 2021
It is common for managers to want to monitor the activity of tickets based on the last update provided by the assignee of the ticket. Currently there is no way that I am aware of of reporting on this in Explore. You can filter updates by the role of Admin or Agent but that would pull back any updated by any Agent or Admin. potentially not the actual assignee.
This type of reporting was available in Insights. Not including that in Explore makes managers reluctant to move forward with Explore.
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