Greer Davis
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We also need this functionality. We use an answering service for low volume times, and we expect our agents to call the user back. We may be on the phone with the user for a few minutes, and then s...
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Ability to notify agents/groups of agents of a sudden influx of tickets / ticket volume tracking
What is the problem? We use PagerDuty and trigger words (and a few other things) to catch issues we know are going to present major workflow issues for customers - so far, this has worked decently ...
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It's not useful to have reports that include everything that's closed_by_merge...most of our clients write in via email and don't bother with threading so we do a lot of merging. Many of my queries...
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We'd like to use this similarly to others who've posted here, as well as tracking "if we missed a call, who (if anyone) was online at the time? Do we need to staff up if we're missing calls?
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I'd also like to be notified of when the drillthrough feature works again. Is there an idea on timeline for a fix? We've been using this to check issues with individual tickets and spot checking th...