Can we formally request Helpdesk Ticket metrics? It would be very insightful for us (as well as leadership) to understand WHY tickets are created, and how long they are open for. For orientation, I'm a MCTT. (A Market Center Report would be helpful for this reason)

Many of us come from other careers where that would be readily available and used to prioritize work.

I ask because I personally am over 8 months on a ticket (#763328) that from the best I can tell has not been “worked” other than placating me by pasting a “we’re working on it” message.

It’s for a pretty major issue-the paid ads widget simply does NOT send any leads at all to my contacts database.

If I’m having that problem, and know how to manually pull those leads from FB Ads Manager into Command, but the majority of agents in the workplace will not know how to do so and simply conclude that “it does not work” and not use it. Not knowing aging on tickets can hide those issues .