An agent will receive a solved point if they are the first to solve a ticket.
By default, only one agent may receive credit for a solved ticket, and only the first time they solve it.
However, you may change the calculation method to allow one solved point per ticket, per agent. This can be changed via Admin > Metric Settings.
Please note that:
- If a ticket is solved by automation or trigger, no one will receive a solved point.
- Tymeshift and Zendesk/GoodData count Solved Tickets differently. Click here to learn more.