Ticket
Everything an agent did on this ticket, and what it was allowed to do
Office Wi-Fi slow in meeting room B
The access point reports normal load; the agent suspects interference and asked a person to look on site.
Nothing is waiting for approval.
No events yet.
72-hour hold
A ticket an agent closed is counted as a result only after 72 hours without a reply from a person. If it is reopened, it is not counted.