Assigned To Note
Hi guys,
Another idea for you :)
When a ticket is picked up or assigned to a technician it would be useful to have a note added to the "Discussion Notes" section of the ticket so that we have a track record of date/time tickets were assigned. For example the note only need be something like "Assigned to: John Smith", the note itself has date and time in the corner so no need to write that in the note.
This would help to determine how long a ticket was unassigned, how long it has been in the technician's queue, and dates it was moved between technicians, etc. For example, some of the tickets we have need to be worked on by more than 1 staff member, this would aid in seeing how the process flowed between staff.
Thanks!
Another idea for you :)
When a ticket is picked up or assigned to a technician it would be useful to have a note added to the "Discussion Notes" section of the ticket so that we have a track record of date/time tickets were assigned. For example the note only need be something like "Assigned to: John Smith", the note itself has date and time in the corner so no need to write that in the note.
This would help to determine how long a ticket was unassigned, how long it has been in the technician's queue, and dates it was moved between technicians, etc. For example, some of the tickets we have need to be worked on by more than 1 staff member, this would aid in seeing how the process flowed between staff.
Thanks!