Report for all tickets for a period
Idea shared by heath - April 14, 2016 at 2:10 PM
It would make a lot of sense to have ST give us a report of all tickets for a given period.
The use case is:  I oversee a group of support staff.  I don't want to see a notification on each ticket that comes in.  However, I do need to be aware of the tickets that are coming in.  It would be good to have a report that could automatically email each night that shows the time, subject, sender, idle time, and status of the tickets for the day.
This would allow me as an administrator to keep in touch with what is going on regarding tickets, without have to have a bunch of email notifications set up so that I see every new ticket that comes in.

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Derek Curtis Replied
April 22, 2016 at 9:45 AM
Employee Post
Hi, Heath
That level of detail is a bit beyond what SmarterTrack can currently provide, as I'm sure you know. While you can't get THAT detailed, you can create a custom report to at least tell you the number of tickets that came in for a specific Department, Group or even down to the Agent level. It at least provides an understanding of the activity for whatever "Group By" you select. You could also add other report items to a single custom report and get that emailed to you daily...I certainly see what you mean, but since SmarterTrack has to be flexible enough to accommodate everyone who uses it, it also has to be somewhat limited in what it can provide due to the resources required to do some of the "heavy lifting" required for such detailed reports. 
As an aside, the next version of SmarterTrack will be 100% API-driven. Therefore, you can develop your own report based on whatever details you can extract from SmarterTrack. 
Derek Curtis
SmarterTools Inc.
(877) 357-6278

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