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Some tickets that require additional support will be assigned to an internal agent and for instance the target completion for the task is 14 days.
1) We will need a feature to monitor the time the internal agent spent working on the ticket and export the data in a monthly report for performance tracking.
2) A feature that allows an automated notification to be sent after 7 days since assignment to the internal agent and the supervisor, similar to the supervisor rule that works for primary agents.
Sorry for being late in reverting.
Our automations now include internal agents and internal groups as conditions to execute actions.
Using the custom reporting feature available in Analytics, it is possible to fetch data of tickets involving shared ownership by using the filter internal agents/groups.
We are working on improving the reporting capabilities when it comes to Shared ownership and will keep you posted once there are further updates on this.
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