Ticket Close Goal + Pending Status?
I have a goal for tickets to be closed within a certain time-frame, but I also have a pending status which is 21 days long. Wondering if anyone has any good workaround for reporting on tickets in this status?
E.G. If my goal is to close all tickets within 30 days, but a ticket is set to pending, should I be reporting on all pending tickets, or all closed/solved tickets.
Any ideas?
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You can Create an Automation to notify you and your agents when the pending tickets are 21 days long.
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