Owen T Posted November 24, 2020 Share Posted November 24, 2020 Hi all - my first Hornbill community post! I'm interested to know if anyone out there has a mechanism for analysing ticket quality in Hornbill? A long time ago when I used Remedy, there was an option for resolver groups to mark a ticket for review -these could then be analysed for volume, service, category, agent etc. and also used for coaching. Any help greatly appreciated! Owen Link to comment Share on other sites More sharing options...
Victor Posted May 10, 2021 Share Posted May 10, 2021 @Owen T no, we don't have this specific mechanism for this in Hornbill. You can make use of workflows to achieve this "mark" via taks, custom fields and such... Link to comment Share on other sites More sharing options...
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