Help desk agents: keep active ticket counts accurate

Support agents see incoming system events inflate active ticket counters, creating stale workload metrics. A delayed decrement corrects counts later, ensuring managers act on real queues.

Overview

Inflated active ticket counts hide true workload and risk SLA breaches for support agents. A timed decrement cleans noisy dashboards and surfaces accurate active ticket levels so managers prioritize real queues. With auditable adjustments and clearer metrics, support leaders can staff and report with confidence.

Notable Features

Decrease rolling ticket counters later
Filter duplicate incoming events before decrement
Log every counter adjustment for audit