Unattended Tickets

If a ticket is opened and has time tracked on it but nothing is submitted, then that ticket is unattended. An agent receives Unattended Tickets point for opening and closing the ticket without actually doing any work on that ticket.

 

Example:

Agent opens ticket #123
Agent closes ticket #123 (1 Unattended Tickets point rewarded)

 

The Unattended Metric is useful to help agents that may be cherry picking tickets. I.e., Opening a ticket and looking at it but taking no actual action such as submitting a comment, assigning the ticket, or changing the status. 

 

 

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