Is there a report for showing the timeline of tickets?
We have rules that assign tickets to local agents, but my helpdesk is always reviewing tickets and cherry picking tickets to resolve or re-assign.
My CTO wants a report to show what tickets the helpdesk has taken over, and from who and where.
There is currently not a way to pull that kind of report. However, I would suggest adding a custom ticket status (showing that your team had intercepted the ticket and resolved). Then, you can filter based off that status of the ticket. You can adjust the columns that show the information of agent assigned and location.
Here is the guide for this:
I hope this helps 
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