Query to display the original subject and the current subject
At a high throughput service desk, we are able to maintain our SLAs being being ultra-efficient. When T1 introduces new staff and that staff produces poor quality tickets, the efficiency of the service desk drops.
We would like to be able to report on that efficiency. One metric is the quality of the subject line: If the subject line is ambiguous or wrong, it's a killer for our efficiency.
Right now, we use a checkbox to indicate all the tickets that T2 or T3 had to change the subject line to make the ticket meaningful. However, when reviewing this with the T1 manager, we have to comb through the ticket history to find the original.
Is there a way to show the original subject line versus the current subject line of all tickets that had their subject line changed?
Thanks,
Adam
We would like to be able to report on that efficiency. One metric is the quality of the subject line: If the subject line is ambiguous or wrong, it's a killer for our efficiency.
Right now, we use a checkbox to indicate all the tickets that T2 or T3 had to change the subject line to make the ticket meaningful. However, when reviewing this with the T1 manager, we have to comb through the ticket history to find the original.
Is there a way to show the original subject line versus the current subject line of all tickets that had their subject line changed?
Thanks,
Adam