Recent searches
No recent searches
Designation for Agent Created Tickets for Channel
Posted Mar 21, 2022
When an agent creates a new ticket within the Support agent interface (created by an agent hovering over the +Add tab and selecting ticket) it is documented as Ticket Channel: Web Form.
We can use Explore to pull metrics on tickets created by agents, but there is a need to create views on this distinction.
Our current workaround is to create a view that finds tickets where the requestor matches the assignee, however this will only find tickets that have not been routed to another agent or unassigned.
Ideally, tickets created within the Support agent interface would be distinct from tickets created via Web Form, as they are very different ticket channels for our business.
7
2
2 comments
Pedro Rodrigues
Hi Alek Reed, on the Support side of things you can create a custom field as a ticket attribute (e.g. a drop-down named "Proactive Ticket" with options 'Inbound' and 'Outbound'; or a simple checkbox).
Afterwards, create a trigger to identify all tickets created by agents (or whenever the current user isn't an end user). Check an example trigger in part 1.1 here.
You can then add your custom field as a column in Views.
Hope this helps!
1
Wojciech Smajda
Hi,
The ability to create views and reports based on specific ticket creation channels can provide valuable insights and more precise metrics. While tickets created by agents are indeed currently documented as 'Ticket Channel: Web Form,' we understand the need for a clearer separation in reporting and views.
Your suggestion to categorize these as distinct channels aligns with common business practices for organizing workflows, and although this differentiation is not available right now, we will consider it for potential updates to Explore.
As we continue to enhance our platform, user feedback like yours is essential. Please look out for updates in our community forums and What’s New announcements, and continue to share your insights with us.
0