A ticket is attended when any action OTHER than solving or escalating occurs. This is measured by the agent receiving a point each time they attend the ticket, the following are examples of actions that will result in 1 point being received by the agent:
- Status is updated to anything other than 'Solved'
- A comment is submitted
- A comment is added and the status is updated (in one submission)
Please note that an agent does not receive a point if ticket is being solved or escalated and receiving. Also, if an agent performs multiple changes on a ticket such as changing the status and adding a comment and then submits the ticket with both changes, the agent will only receive 1 attended ticket point.
If an agent performs multiple actions (change status and add comment) and submits each action separately
(i.e. submits ticket twice) then the agent receives 2 attended points, 1 for submitting the status change and another for submitting the add comment.