I have some questions on how to use & customize Zoho Ticket :

1. We agree (in our organization) that "users" can reply & re-open the closed ticket if it isn't done yet or need revision. 

    And to monitor "agents" performance on the above, we need to calculate no. of re-open ticket.

    How can we detect & calculate re-open tickets in report? 

    What should we do to trigger the required info? 

    

2. We already set auto-assignment by agent by brand(s). 

    If one "user" handle more than 1 brand while his / her brands are split into 2 "agents" (for no of ticket balancing),

    can Zoho automatically send ticket to 2 agents while "user" only submit one ticket with all brands selected?

    Currently we ask "user" to submit 2 identical ticket separated by brand for each "agent".

3. If we want to calculate & analyze ticket performance by brand or by marketplace (MP) while we can't ask "users" to 

    submit identical ticket per marketplace or per brand(s) selection (for efficiency reason),

    how to get real time requirement of ticket completion ("created" to "closed") per ticket / per brand / per MP?

    Since currently we have to manually split one ticket into no of marketplace or brands as one ticket each.

    Otherwise we can not analyze ticket performance by brand or by marketplace.

Look forward for your advises / comments / corrections.

Thanks & Regards,

Johan