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

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

Freshdesk

Sprout

Blossom

Garden

Estate

Forest

Freshdesk

Free

Growth

Pro

Enterprise

Freshdesk Omni

Growth

Pro

Enterprise

Omnichannel (classic)

Estate Omnichannel Tick mark

Forest Omnichannel

Omnichannel (classic)

Growth Omnichannel Tick mark

Pro Omnichannel Tick mark

Enterprise Omnichannel

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.