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
