How does Freshdesk define a "reassigned" ticket? What is the exact formula?
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Created by: Fawzia Aleem
Modified on: Tue, 18 Jun, 2024 at 4:59 PM
The reassigned count would be the number of tickets that were reassigned from Agent A to Agent B. When this happens the Reassigned count for Agent A would increase by 1 and Agent B's Assigned ticket count would increase by 1. Also Agent A's assigned ticket count for the dates specific would decrease by 1.
Fawzia is the author of this solution article.
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