Claudia Garcia

Hi,

I'm trying to create a report that shows me the number of tickets that were assigned to a escalations queue and then reassigned by the escalations associate back to the original group it came from without solving. Mainly to be able to track how many "handled" escalations were completed by the escalations' specialist. 

Adding a comment here to resurface this request.

Please give us a guided mode that allows for:

- Queue-based guided mode (that allows you to pick from the groups that you already have)
- Personal queue management ability for On-holds or pending tickets. 
- Managers/Team leaders access to skipped tickets by users and the amount. 
- Drop down (customizable) options in the "why are you skipping this ticket?" box
- Remove the options to filter from newest to oldest and only go by SLAs
- Remove the ability to skip a ticket without selecting a skipping reason.