Carrot
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Activité totale18
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Dernière activité
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Votes2
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Abonnements6
Publications
Activité récente par Carrot-
Setting a ticket to the agents default group when reassigned
Current Configuration: We have two triage groups. We'll call them Triage 1 and Triage 2. Some agents are in Triage 1, and some are in Triage 2, depending on the team they are on. We then have group...
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Reporting on same agent support
I'm looking to build a report that would show how often an agent is supporting the same member(continuity of care). For example Member 1 contacts support 10 times, of those 10 times how often did t...
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Reporting on end-users with multiple requests of the same type
I'm working on a report that would allow us to show requesters with <= 4 tickets with the same request type. I've tried using IF ([Ticket tags]="ticket_type_1")<=4 THEN "Follow Up" ENDIF and IF ([f...
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End users with multiple tickets in buckets
I am looking to build a report that places all the active end-users who have created tickets into buckets of: __% of them have 1-10 tickets __% of them have 11-20 tickets __% of them have 21-30, et...
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Show all data even with a 0 value in all columns
Our goal is to show a solved ticket count per agent daily (columns = closed ticket count / % one touch / %two touch, rows = agent list). We want to show a full list of agents, even if an agent has ...
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Report on previous assignee of a ticket
We recently did an overhaul of our groups, during this update a decent amount of tickets were assigned to the wrong agent. Unfortunately, no one caught this error until after the weekend when most ...