This release adds monthly reports, drilling down into data based on ticket resolution time, one-click filtering of comments with names mentioned, and more.
New 🎉
Monthly Reports can now be accessed on-platform in the Share section, for customers who have reports created for them. Find out more from your Customer Happiness team.
Resolution Time graph: Drill down into data based on ticket resolution time (duration from when a ticket is raised to when it’s resolved). Compare resolution time with perceived lost time to identify business-critical areas.
Tagging of free text comments with names mentioned: Filter for comments with names mentioned in one click. Now you can more easily acknowledge team members who have been commended for their good service.
Customizable default roles for new users with SSO: Customers that have enabled SSO can now choose the default role assigned to new users invited to the platform – administrator, member, or observer.
