How do I get an better overview of which "Open requests" is actually just waiting for customers and which is waiting for support?.
Right now below, I have attached an image, where it shows that I have a long list of custumers, which I have to manually click on each of the "Open requests" in order to check which ones requres my attentions. This is bad overview.
Another thing, how do I actually remove people from the list, without having them to not be able to log in our system? I.e. I know how I can deleted the user from the customer list, but I would still like to have the user be able to search our Customer knowledge base. I.e. have a list of collegues instead. How do I make a much better overview of all the tickets?
You need to be setting up two queues. One for "Open Requests" and one for "Waiting for Customers".
Refer to the documentation available at https://confluence.atlassian.com/servicedeskcloud/setting-up-queues-for-your-team-777022236.html
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