In trying to account for CS rep workload, I'd like to be able to measure more than the number of "Open" tickets/cases, since this only reflects the initial email arrival, but not the subsequent arrivals of additional email questions from that same client, which automatically update that original ticket.
Is there a way to measure the inbound arrival of emails, even if it's to an existing Ticket/Case? Basically, the "Last modified date" would be PERFECT if it reflected any inbound "modification" to the Ticket, rather than just internal actions. I can't figure out a workflow or other means to have the inbound activity for one single Ticket that updates multiple times to reflect those multiple inbound updates.
Any ideas? Thanks!
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