The Beetil Blog
Blog » New Reporting Conditions: Responded & Responded Date
We’ve recently added a couple of new Incident Reporting conditions which will undoubtedly prove to be very handy for a lot of our users – Responded and Responded Date.
Beetil currently considers an incident to be officially responded to when the first customer viewable comment is made by a user. With this in mind you can now useful reports such as “Open & Not Responded”
We’ve found this a very handy report and a number of us here have it scheduled to be emailed to ourselves at the beginning or end of the day – ensuring we’ve responded to all open incidents. The timestamp when an incident was first responded to has also been added to the CSV exports.
For those who also want to report on average response times, a couple of months ago we added two new Service Reports that allow you to do this. Navigate to Reports > Report Engine where you can set the date range you want to report on and select “Time to Respond” in the Show Me dropdown.
We hope that this proves to be a useful addition for all your support teams. As always, we’d love to hear your feedback. Drop us a line at support@beetil.com or log your thoughts and suggestions via Feedback in Beetil or via your Beetil Support customer portal logon.
Tags: reports