Suzanne James

Is it possible to create a report in table format showing the following:

- Ticket ID

- Created time

- Assigned time

- Assignee name

- Agent first reply time

- Customer follow-up reply time

- Agent next reply time

With new customer follow-up and agent reply times added for as many responses that have been posted on the ticket. 

Once I have this, I can create custom calculations to show the amount of time between each update. 

This is incredibly helpful for agent QA, especially new employees to show how they're progressing on speed and efficiency.

When I am @ mentioned in a ticket reply, I have it configured to post in a slack channel and have added the keyword "Suzanne" to my slack settings. Is it possible to set it up to ping me in Slack? 

I've tried formatting the JSON message to say:
"fallback":"@Suzanne You've been mentioned on a ticket",
"pretext":"@Suzanne You've been mentioned on a ticket",

@Suzanne is my Slack name. 

But the notification only shows in my slack Activity feed. 

Thanks!