Hi. When we run reports on solved tickets by agent, we noticed a ticket doesn't count if the customer closes it instead of the agent. This has caused issues because some agents put a ticket in pending awaiting confirmation from the customer that the issue is resolved. If the customer then marks it solved, the agent doesn't get credit for the resolution.
Does anyone have a report that can include tickets assigned to an agent that the agent solves along with those the agent solves?
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