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Can an agent view all their tickets in one view from all service desks they are assigned to?

Andrew Exley1
Andrew Exley September 11, 2014

Is it possible to have an aggregated view where an agent can see all tickets assigned to them from different Service Desks?

Being a school, and now the SD2.0 pricing is better representing our use case, I like the idea of setting up separate service desks for staff, students and parents so they are presented with different issue portals but as there is only a small team managing all requests I don't want agents having to go in to each service desk to view open tickets. It'd be good to view all tickets in time order so they are "triaged" correctly.

 

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Jozef Kotlár
Jozef Kotlár
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September 11, 2014

It is as easy as constructing own filter with custom columns (one of them will be Time to resolution).

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