Tracking Customer Reported Issues

[Mariam Khachatryan]

Hi,

I'm tracking the customer reported issues and I have two questions on how to customize my query.

1. If an issue is reported by QA and has been open for a while (e.g. 1 year), and then a customer reports the same issue, is there a way to track that issue only after it was reported by the customer? 

2. If the team needs more information on a customer reported issue, it is being sent to the Support team to request details from the customer. Is there a way not to count the time the ticket stays with Support?

Thanks

[H K]

Hi,

by "tracking" you mean the time spend on this tickets via SLAs?

So you should be able to set your restrictions to the issue "goals".

1. Maybe you can use a different request type or even no request type for QA and start SLA only on the customers one.

2. If you have a particular status for support you can pause tracking on this status.