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Marc Greenfield
Joined Sep 29, 2022
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Last activity Feb 13, 2023
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Latest activity by Marc Greenfield
Marc Greenfield commented,
Can you please define what is classified as 'New' in the backlog report? We have a pretty stringent process for ensuring all tickets are assigned to an agent at the end of our business hours as defined in Zendesk, yet I typically see tickets with the New status in our backlog report. Is this defined as tickets that were received as New at any time on that specific day? I am trying to understand better how these metrics are defined to see if we have a process issue on our service desk that I am not seeing.
Thanks,
View comment · Posted Feb 13, 2023 · Marc Greenfield
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Marc Greenfield commented,
+1. Please add this feature!
View comment · Posted Sep 29, 2022 · Marc Greenfield
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