Currently using the below query to get the number of tickets on which public responses were sent by a specific agent.
IF ([Comment present] = TRUE AND [Updater name] = [Agent Name] AND [Comment public] = TRUE)
THEN [Update ticket ID]
This works only if the ticket is on the agent's name currently. If the agent escalates the ticket to another queue, or a different agent works on the same ticket, the count disappears for the previous agent.
Want the number of tickets to stick to the agents name on the report based on the public responses sent irrespective if its current on the same agents name or a different one.
Please sign in to leave a comment.