+6What you’ve been waiting for ever since we announced ticketing: you can now use ticket statuses in rules and macros to automate even more tasks for your team!
Here’s just one example of how you can use this – notify managers when a ticket has been open for a certain amount of time:
📍 To read all the details, see our help article.
Hi, This is great. i’m sure i read somewhere that there will be reporting functionality for ticketing. is there a timeline for this?
+6Hi
Let me know if you were looking for something else specific!
Thanks so much for your reply - yes, i see it now in the live Dashboard, which is incredibly helpful. I’m looking to report on Ticket Resolution Speed - retrospectively. i.e. in November, what was the average time between email received, and resolved.
“Best practices
We will soon be launching a new Resolution report in Analytics where you'll be able to measure how long conversations are stuck in Waiting and get a sense of which conversations are truly Resolved. For the best ticketing experience, define how your team should use each status to drive your processes and reporting metrics.”
I believe this is the report i am eagerly waiting for. Thanks so much.
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