Need help with Servicecamp
I'm struggling to properly evaluate the Servicecamp feature of TV12 or find any meaningful information in the website or support foirums about it. The trial isn't being very helpful and info seems thin on the ground.
Using the tool seems easy enough - it's basic and that's absolutely fine. There are a couple of things really bugging me though and I can't find info on how to do the following things:
a) How the devil do you report on the volume of tickets going through the system for any given date range or at least how do you limit the topic count to a data range? A ticketing tool is hampered greatly by the inability to report on how busy the support services are (or have been)!
b) How do you move tickets from one inbox to another without resubmitting the request?
c) How do users get to see the custom fields you create? If you create a field, mark is as mandatory, add it to the metadata, does that only allow the staff agents to see the ticket and if so, can you report upon them somehow?
I'm finding trialling this tool a lesson in frustration, especially since I'm a freshdesk user and have used many other solutions in the past (both basic and complex). Any info the community could throw my way about their own experiences would be very helpful and gratefully received.