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I am trying to compile an accurate statistics of number of tickets that each agent is handling.
I have looked at the various reports and thought I could just take a look at New Tickets column on the Ticket Overview Report and then subtract out any tickets that were deleted on the Audit Report (we get a high volume of tickets that are SPAM or an FYI type of email that needs no action). When I calculated these numbers they did not look correct also on the Deleted tickets it looks like this info is only available for the last three months.
We also transfer tickets back and forth all day so wondering if tickets are duplicated somehow.
Any ideas on how I can calculate how many tickets were responded to by agent?