I see that there is a new reporting feature called "Ticket lifecycle" added to my panel. Please brief me about this.

Modified on: Tue, 11 Apr, 2023 at 4:51 PM

Freshdesk

Sprout

Blossom

Garden

Estate

Forest

Freshdesk

Free

Growth

Pro

Enterprise

Freshdesk Omni

Growth

Pro

Enterprise

Omnichannel (classic)

Sprout omnichannel Tick mark

Blossom omnichannel Tick mark

Garden omnichannel Tick mark

Estate omnichannel Tick mark

Forest omnichannel

Omnichannel (classic)

Growth omnichannel Tick mark

Pro omnichannel Tick mark

Enterprise omnichannel

We have a newly added report that gives you the dynamics of a resolved or completed ticket to track the changes made to it which include SLA violations, reassignments and the response time recorded on them.

This is called "Ticket Lifecycle" which aids this in depth studying of the activity on each ticket that can be filtered using these parameters: time period, customer, source, priority, product, SLA violated, at least once in a group, at least once in agent and at least once in status.

Kindly note that this is available from the Estate/Pro plan and above. Documentation on this is given below:

https://support.freshdesk.com/support/solutions/articles/227095-ticket-lifecycle-report