Get an overview of all your helpdesk agents and the replies they have sent in the last 24 hours. Keeping track of the performance of your agents is obviously important to keep service quality up to standard. The amount of replies or notes a helpdesk agent sends to end users also plays a part in servicing end users. This report shows agents and the notes they have sent the last day for a more in-depth look.
Helpdesk Agent Notes Sent in Last 24 Hoursu00a0Query
Select Top 1000000 htblticket.ticketid,
'#' + Cast(htblticket.ticketid As nvarchar) As Ticket,
htblticket.date As CreationDate,
htblticket.updated As LastUpdated,
htbltickettypes.typename As Type,
htblticketstates.statename As State,
htblpriorities.name As Priority,
htblsource.name As Source,
htblusers.name As [User],
htblusers1.name As AssignedAgent,
'../helpdesk/icons/' + htbltickettypes.icon As icon,
htblticket.subject As Subject,
htblnotes.date As NoteSentDate,
Case htblnotes.notetype
When 1 Then 'Public Reply'
When 2 Then 'Internal Note'
Else 'Initial Ticket'
End As NoteType,
htblusers2.name As NoteSentBy
From htblticket
Inner Join htblpriorities On htblpriorities.priority = htblticket.priority
Inner Join htblticketstates On htblticketstates.ticketstateid =
htblticket.ticketstateid
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Left Join htblagents On htblagents.agentid = htblticket.agentid
Left Join htblusers htblusers1 On htblusers1.userid = htblagents.userid
Inner Join htbltickettypes On htblticket.tickettypeid =
htbltickettypes.tickettypeid
Inner Join htblsource On htblticket.sourceid = htblsource.sourceid
Inner Join htblnotes On htblticket.ticketid = htblnotes.ticketid
Inner Join htblagents htblagents1 On htblagents1.userid = htblnotes.userid
Inner Join htblusers htblusers2 On htblusers2.userid = htblagents1.userid
Where htblnotes.date > GetDate() - 1 And htblticket.spam <> 'True'
Order By NoteSentDate Desc,
htblticket.ticketid
