Would be great to be able track the status of a case from opening to closing, which team was working on the case, what the call status was and how long it was at each stage, for example an account could have an agreed case turnaround time (SLA) of 10 days, from when the case is opened it is tracked who is the responsible at each team level and how long they spent at each status, in progress, waiting and waiting for customer. If the case is waiting for customer this would stop the clock on the SLA. It would enable us to report on where bottlenecks in the customer support teams occurred (we use a 3 tier support team level)

Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.


Microsoft Dynamics Customer Service Team 



this would be great. We are currently having to do this by polling the Audit tables every night.

Category: Service Scheduling