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First "Touch" Reporting

Discussion in 'Kayako reports (Kayako Classic)' started by Aaron Adams, Aug 15, 2018.

  1. Aaron Adams

    Aaron Adams New Member

    I am mainly the one in our organization who re-routes incoming tickets. I want to quantify this activity by generating a report that will show that although I may not own a ticket, I am the one who assigned it to a Staff Member or changed the department to one different than the one it came in on.

    Essentially a list of all Staff members with a count showing how many tickets where they were the first to perform any action. ie first to touch it which I hope is in some audit log somewhere.

    Somthing along the lines of:
    SELECT COUNT(*) FROM 'Tickets' WHERE 'Tickets.Status'= 'Closed' GROUPBY 'Tickets.FIRSTtoTOUCH'

    of course the query above wont work because "FIRSTtoTOUCH" doesn't exist. I am focusing on first to assign to STAFF or DEPARTMENT. I do not care about subsequent assignment changes at this time.

    I would like to be able to exclude if someone viewed the ticket, as technically that is a touch by my standards. But that may provide some interesting statistics, so I am kinda interested in that too, although that is not the focus of this post!

    Any assistance would be greatly appreciated!
     

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