Feature Request: Trackable and reportable request transfers
Our techs frequently transfer a request to another tech. The email notification should auto indicate who the "sender" or "transferred by" person is. Also, is it possible to report on ticket assignment changes other than reviewing each ticket history? We need to be able to determine the rate of ticket hand-off. It's one thing if a given tech has many more closed tickets than another. It's another thing if we see a tech consistently handing off tickets to other people for resolution. If we can further break those down by category etc. it would help identify areas that a tech may need more education in.