HubSpot Ideas

KDarrah

Report on Tickets with Last Reply from Customer

I am looking for ways to help my support agents manage their backlog (personal open tickets) more efficiently. It would be nice if there was a way to create a report for them that shows Tickets by stages (regardless of pipleline) with the last reply from the customer. This way I can filter for 'Ticket Owner is me' and the agent will be able to see how many of their tickets in each stage are awaiting a reply. Once that is possible then I could add filters as needed for different time frames to try and help their response times get better and better. This could also help identify tickets that didn't trigger properly ,so they weren't moved to 'Waiting on Us'. 

0 Votes