It has been brought to my attention that when another agent closes a ticket for someone else it gives the credit to the assigned agent not the agent that resolves the ticket. Is there a way to fix it so that the system is set to give credit to the resolving agent? When I run report on agent performance the numbers do not reflect what agents are really doing.
Question
Tickets closed gives credit to assigned agent not resolving agent
Hi
I hope you’re doing great! After further investigation, I found that if a ticket is closed by Agent A and if that ticket is assigned to Agent B, that ticket will still appear on Agent B’s report, since the ticket is assigned to Agent B and Agent A closing that ticket is considered as a work done on that ticket. This is an intended behavior that the tickets appear on the assigned agent’s report regardless of the work done by other agents. If you’d like, you can share this an enhancement request on our Idea Exchange page by clicking on the link down below:
https://community.incidentiq.com/ideas
Can the agent who closes the ticket assign that ticket to him/herself? This can be done as a workaround to keep the tickets closed by the agents in their reports. I hope this helps! If you have any questions or concerns, please let me know. May you have a great rest of your day!
Regards,
Jas
I understand the workaround but my point is that the way it is working today does not make sense. I cannot imagine anyone would want to give credit to the other person when they did the work.
+14
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
