One of the ways our team is currently helping to audit and improve AI answers in our environment is by reviewing all AI-only chats, then creating a ticket for our internal team to review and update guidance and our knowledgebase. This is one of the metrics that our team is being scored on.
We are struggling with providing a quick, easy way for the team to be able to see their count of tickets created for the month, as there is no way to filter “New Tickets” by “Created by” in the custom reports. Even with the new Monitors feature (in Beta), we will still need to be able to track this. n We’ve also explored using Views, but without manipulation of the view each time, it’s impossible to see a count of the number of tickets created for the month.