In the OS Ticket Dashboard, for June 2024, the report shows departments that we created such as support, accounts, sales, and back office. Also shows the Service level of each department. Hovering over the question mark reveals that the Service level is calculated based on the ticket's open and close date/time.

If the support team assigns a client ticket to the back office team, and the back office team reassigns it back on the same day, but the support team closes the ticket three days later due to another client query, how is the Service level for the back office team calculated? Is it based on the total time from ticket creation to closure, or the time between when the back office team receives and returns the ticket?

22 days later

OS ticket team, please reply on this query. Even after many days, there is no response received on my query.

    sushmashivanagi

    First, this is a community supported forum. It’s for free help with a free software. You are never guaranteed a response.

    Secondly, I would have to test this to see. It’s been a minute since I’ve dealt with this edge-case. Legacy is lower on the priority scale and non-critical issues are lower and request for assistance is even lower. So it will take some time before I even get to this. It would be faster to test on your end tbh.

    Cheers.

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