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jamesjordan

Joined Mar 19, 2022

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Last activity Mar 19, 2022

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Latest activity by jamesjordan

jamesjordan commented,

Community comment Q&A - Reporting and analytics

Hello, is there a method to calculate the average number of touches each ticket? Can i use For Any Problem

View comment · Posted Mar 19, 2022 · jamesjordan

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jamesjordan commented,

Community comment Feedback - Ticketing system (Support)

 thanks for the tips and connections! You're correct; in many help desk environments, ticket assignment is done in more complex ways. Chris' paper is also extremely fascinating and demonstrates a good approach to a "fair" assignment method, which is particularly useful for a bigger or backlogged help desk. However, I'd be OK with something a little simpler (at least in version 1), with my main concern, as you know, being that the *assignment* duty be completed automatically in some fashion (no human involved).

View comment · Edited Mar 19, 2022 · jamesjordan

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