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Ticket metrics

  • 29 August 2023
  • 1 reply
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Userlevel 1
Badge +1

If I start a ticket, do the work but a coworker resolves the ticket, does it count towards my metrics in the reports, his or both? 

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Best answer by Kathryn Carter 30 August 2023, 19:04

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Userlevel 7
Badge +13

@KHowe 90708b3 rockland The metrics count toward the agent who closes the ticket and has ownership of the ticket. 

However, here is an idea to upvote about adding labor hours in ticketing: 

 

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