Last week we launched a feature called Ticket Age Report where in GMs and managers will receive a report with tickets that have not been resolved for more than 6 hours. This report includes all both the Open and On Hold tickets that have not been resolved for more than 6 hours.
This report has caused a lot of confusion as our users felt that they were receiving emails and this report should be kept optional. To avoid this confusion we had temporarily rolled back this new feature.
This week we are have launched the Ticket Age Report again. However like before users will not receive these reports by default. To receive these reports through email users should login into their Geedesk account and navigate to the Subscription option under the Reports menu in the sidebar.
This feature has been rolled out in Geedesk and is available to all administrators and managers in Geedesk. Admins can find this option under the admin menu in the side bar.
All Administrators (Admins) and Managers
Change management suggested/FYI