Allow definition of report for old topics/tickets

Jirka Menion Mlavec shared this idea 2 years ago
Completed

Use case: too much topic and you want to check if any topics are older and 14 days/month and not yet solved.


It is already possible to display two values as extra column (top option "Display also" and values "age" and "latest activity"), but it is not possible to apply them in creating custom reports.


In case, your help desk has a lot of topics and more agents, this option should be really useful to quickly check which employee should be .. pushed, little bit ;).

Comments (5)

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Jirka,


That option makes sense. As of now, you can check on Dashboard which topics/tickets require agents reply and are without reply at all. The same could be selected in Browse reports at Comments field.

We'll be working soon on Performance report where you should see which agent is effective, calculate response time, and we'll think of integration this advised feature to see objects without activity during selected number of days.

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Thanks for a feedback, sounds good!

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We are glad to announce, that in Reports section now you have an option next to comments to Choose Days without Activity, so it should help to find out what agents or topics should be pushed.


It would be also great to have an option to ping agents automatically, but it's on our roadmap.

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Hmm, glad to see that status has changed. Thank You!

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We have integrated reminders on internal notes, but rules to auto-ping agents would be defined under Automation in 4.0 release.

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