It was already possible to filter request views and reports by ‘Satisfaction’ to look for requests with a dissatisfied requester. But it was not yet possible to reduce the number of requests further to those that still need to be addressed by the service desk manager.
To make this possible, the filter ‘Addressed’ has been added. It can be used in combination with the ‘Satisfaction’ filter to add a metric report based on the ‘All Requests’ report to the dashboard used by the service desk. This makes it easy for the service desk manager to see whether there is any negative feedback that still needs to be addressed.