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Service Desk Reporting - Show how many tickets escalated to Level 2

Sarah Steele
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March 7, 2019

Hello - I'm new to reporting in service desk.  I need to show how many service desk tickets we had that started at Level 1 support investigation status and escalated to level 2 support within a given time frame.  The reports I've seen only give snapshot information. 

I'd also like to be able to see a ticket history to see how many times a ticket bounced back and forth between level 1 support and level 2 support to determine if level 2 support has become a bottleneck.

Any advice on reporting is much appreciated!


Thank you,

Sarah

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