Ticketing, queues & SLA — found from sitemap — Trengo

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Facts read from this source

• Ticket details page Report an error

  “The Ticket Details page empowers you to explore, analyse, and export ticket data with ease”

• Ticket filters Report an error

  “The available filters include: Teams: Show only tickets assigned to a specific team, allowing you to gain team-specific insights into their current workload. Channels: Display tickets associated with a specific channel, ideal for reviewing individual channel workloads. Conversation Direction: Choose to focus on conversations created by your customers, your agents, or view all conversations, regardless of the conversation initiator. Labels: View tickets with applied labels, which can be used for custom insights into specific labels, such as "Priority." Status: Only look at tickets with a specific status (Open, Assigned, Closed). Assigned At: Display tickets that were assigned within a specific date range. Closed At: Show tickets that were closed within a specific period. Created As: Only show tickets created in a specific time period.”

• Combinable filters Report an error

  “You can combine multiple filters to refine your search even further.”

• Ticket status values Report an error

  “Status: Only look at tickets with a specific status (Open, Assigned, Closed).”

• Business hours metrics Report an error

  “First Response Time with Business Hours: The time it took for an agent to provide the first response to the ticket, considering only business hours.”

• Export CSV Report an error

  “Simply select "Download Table" to export all the tickets in the current view into a CSV format.”

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