Jared Vicencio
-
Total activity19
-
Last activity
-
Member since
-
Following0 users
-
Followed by0 users
-
Votes3
-
Subscriptions6
Comments
Votes on activity by Jared Vicencio-
What is the formula I can use to compute the percentage of Solved tickets of a particular group/type, whose Requester Wait Time did not exceed say, 24 hours? Thanks for the help.
-
how can I search for tickets that used a specific macro?
-
How come I don't have this feature in my Admin Settings? I only have an Overview, Apps, Manage, and Channels features in my Settings. How can I pull these features out?
-
Thanks. Yes, it seems I still have Agent role only. Now I have Admin access and can see this. :)
-
I so love this article. This is extremely useful for us in upholding our SLA commitments to our customers. I have a slightly tricky question. I compute our metrics based on the count of tickets tha...
-
Thanks. Another question. I created an SLA for First Response Time (2 hours for Urgent and High Priority Tickets and 24 hours for Normal and Low priority tickets). Ticket priority is determined by...
-
Thanks, Gab.
-
Really appreciate the responses. I have a few more questions. Adding a few more details from my previous query: 1. I only used one policy In the row section. I currently have 2 policies: 1 for Firs...
-
If an assignee begins responding to a ticket but another assignee solves the ticket, under which assignee will the ticket be credited to?
-
Is there like an "AND" conditoinal feature for reporting on tags. Example, I want to know how many tickets we responded to last month that have both TAg_1 and TAg_2? Thanks.