Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket? : Freshworks Partner

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Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket? Print

Modified on: Mon, 17 Jul, 2017 at 8:01 PM

The Tickets resolved metric will be attributed to the "Assigned agent of the ticket", irrespective of who the ticket is resolved or closed by.

For example, if ticket #100 is assigned to Agent A, and is marked as 'Resolved' by Agent B - then the resolved count for this ticket will be attributed to Agent A.

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Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket? Print

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