Ticket Status

[computersolutions]

I know there are only two closed states: cancelled and closed but is there any other way to deal with the live data pane. For instance open over 48 hours. we will fix the problem same day but then it goes to billing and due to contracts or billing making sure all parts are on the ticket. can take a couple of days before billing moves it to complete.
Billing says that if technicians closes tickets it goes with all of the closed tickets and it is hard to find them.
So is billing lazy :) or is there another way our dashboard can reflect what the engineers are doing and not what billing is doing.
thanks

[Support Team]

There are several items that can be added for the Live Data to show the information you are after:

Number of Tickets which are open over 24 hours filtered by assigned employee
Number of Tickets which are open over 48 hours filtered by assigned employee
Number of closed Tickets filtered by assigned employee and closed date

When selecting these items, you can select the employee/s (e.g. Ticket Manager) and to exclude the billing department user.

There are additional items that can be added - by specific Ticket Status and more.

As the Live Data is a personal per-user setting where each user select and organize their Live Data 'boxes' as per their requirements.

Hope this helps.