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Roger Thornton
New Contributor

Can I create a report that shows all incidents that were opened by my tech support staff and not by the customer?

Would like to have a report that shows any tech support issue created by my staff for a customer.  We are asking our customers to enter their requests on the tech support site vs calling the staff and having them enter the support ticket.  This will help me identify and praise customers who are attempting to use the self service process vs just calling on the phone.  
2 REPLIES 2
Jan21
New Contributor

Re: Can I create a report that shows all incidents that were opened by my tech support staff and not by the customer?

Try checking the field named "Source"  I think that contains the information you are looking for. 


You may have to export the data though to see the field.

AshC
LogMeIn Contributor

Re: Can I create a report that shows all incidents that were opened by my tech support staff and not by the customer?

Hey Roger,
When you create a new Service Desk report, select 'Raised by', and then choose between clients, groups, users etc.