HI, Yes time tracking would be excellent, this would be needed however for user level also as you may have more than one agent working on a single ticket. For instance I work in a software company so you could have a ticket which may start as a support ticket but may then go to 1st/2nd/3rd line for investigation then this may need to be moved to either a consultant or developer. In this isntance a better process would be needed than a single ticket but time tracking for all involved would be beneficial. Also time tracking is all well and good but having a mechanism to view or extract these is going to be just as critical. So maybe there should be some soft of static KPIs in the settings based on queue level which could highlight.
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Hi, 1) You have custom fields which can be added to the ticket but also assigned to a queue, however when moving from one queue to the other it would be good if the history could be kept of what the fields were set to. 2) Topics - could the topic also be assigned per mailbox? So each mailbox has it's own topics for instance, Support - Windows, Hardware, Software Development - Bug, new development, sprint etc We're trialling at present but so far it looks good, I'd be happy to talk to someone in more detail about the points. We're a small software company and being able to handle tickets from customer going through support to Dev back to support and keeping full history would be good. Many thanks, Sandeep
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