Tracking Customer Reported Issues

Mariam Khachatryan

Hi,

 

I'm tracking the customer reported issues and I have two questions on how to customize my query.

 

1. If an issue is reported by QA and has been open for a while (e.g. 1 year), and then a customer reports the same issue, is there a way to track that issue only after it was reported by the customer? 

 

2. If the team needs more information on a customer reported issue, it is being sent to the Support team to request details from the customer. Is there a way not to count the time the ticket stays with Support?

 

Thanks

H K_4o5qpi

Hi,

by "tracking" you mean the time spend on this tickets via SLAs?

So you should be able to set your restrictions to the issue "goals".

1. Maybe you can use a different request type or even no request type for QA and start SLA only on the customers one.

2. If you have a particular status for support you can pause tracking on this status.