Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Customers like to see details, trends of their ticket to measure quality of service, service level agreements. Customers in many cases will need to report on their support ticket trends within their own organization.
What problem do you see this solving? (1-2 sentences)
Customers need detailed and historical report on their tickets. They also need to export and download, so they can put those into internal service reports.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Right after Go-Live, many of our customers complained because of this missing functionality.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Lot of manual effort is required and it is a negative user experience to have our customers request us to prepare various reports.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
An export tickets button on the Help Center under My Request section. Customer would be able to click and then define the export by filters (range, type, state etc). Then Customers would be able to download/get an e-mail of an excel sheet report.
