Can I create a view for tickets proactively created by an agent?

Question

Can I create a view for tickets proactively created by an agent? 

Answer

You can create a view that captures your tickets created by an agent in two parts, by first creating a trigger to tag the tickets and then the view that captures that tag.

To create the trigger

1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
2. Select Add trigger. You can use following trigger configuration: 
   • Meet ALL of the following conditions
     • Ticket > is > Created
     • Current user > is > (agent)
   • Actions
     • Add Tags > (proactive)

For information about creating a proactive trigger, see About the Support default triggers.

To create the view

1. Click the Views icon () in the sidebar, then go to Manage > Views, and click to Add view.
2. Add the conditions below under Meet ALL of the following conditions:
   • Ticket: Tags Contains at least one of the following proactive
   • Ticket: Status > Less than > Solved
3. Click Create view.

For information about reporting on proactive tickets, see Explore recipe: Tickets created by agents or end-users.