5
I'll paraphrase to make sure I understand what you are looking for:
Quote:
1) open tickets with tried resolutions
Tickets that are not yet closed, but staff members have responded (attempts to help)
Quote:
2) closed reports in a specific month with resolutions
A report that shows the tickets closed in a given month, displaying their resolutions?
Hmm to accommidate these requests, we would first need a way to differ a normal response from a resolution. We could either provide an additional field to record the resolution, or a way to flag a given response as a resolution to the ticket.