We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.
I am wanting to filter the tickets we have to see what tickets they have previously worked on.
Essentially the flow is:
- Ticket gets assigned to Agent 1
- Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be)
- Agent 1 completes the rest of the work needed and closes the ticket upon completion.
The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.
