Log support tickets entering and exiting in progress
Log support tickets entering and exiting in progress
Support agents lose transition records when tickets enter or exit in progress, creating SLA blind spots. Logs record each transition to a central log so managers can audit WIP and stop missed handoffs.
Overview
Missing transition logs create SLA blind spots and frustrated customers. This workflow captures every move into and out of in progress and centralizes timestamps, giving managers a reliable audit trail and eliminating missed handoffs.
Notable Features
- Record every in progress transition
- Append transitions to a central log
- Alert managers on missing logs