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Format Agent reports so they can see if incident has been updated by another

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edited Jan 21, 2016 1:53PM in Reporting & Analytics for B2C Service 2 comments

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In our business, agents often need additional information from a client via mail or fax. They will set the severity of the incident to "pending client". When the requested document arrives it does not go directly to the agent. A system intercepts it, scans it and attaches the electronic version of the document to the incident. The reports our agents currently use do not easily show them that what they were waiting for has arrived. The incident could sit for a while before it's discovered all the information is now available to proceed. I've been trying to create an exception

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