Erin Shevlin

How do I report on tickets created by agents when the Web Form channel is used by both agents and end-users? I need to be able to report on those created specifically by our agents and am not seeing a data point that will work for this.

This report is giving an inaccurate organization count. I added a filter for Ticket Organization Status and selected Active only. That did reduce the count slightly but it's still higher than it should be. When I drill in I am seeing Inactive organizations included in the list. How do I get rid of the inactive ones? Also, is there a way to create a bar graph for the tickets created by month with a trend line showing the average created by organization? I am looking to see the trend to identify customers creating more tickets per month than the average. 

I don't have these triggers configured to email "requester and ccs" yet it still emails the cc. Is there another setting that is allowing them to still receive these notifications?

The backlog dataset would be extremely beneficial if it could be filtered on specific fields. For example, if the backlog is growing it would be helpful to filter (or add a row/column) by the On Hold Reason so we can determine which team is the cause of the backlog spike.