Hi everyone! I'm getting lackluster suggestions from Zendesk's support team on this question. Does anyone have suggestions on how to report on how long a ticket lives within a specific Group?
For example, let's say we have Tier 1 and Tier 2.....Tier 2 handles escalated tickets. Let's say Tier 1 has a ticket (starts by being assigned to just the group, then to an agent within the group) for 3 days. It then gets escalated to Tier 2, and this team has the ticket for 2 days. I'd like to see a report like this:
Time spent in Tier 1: 3 days
Time spent in Tier 2: 2 days
Total resolution time: 5 days
Is this possible?
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