Currently our company is using "Ticket Owner" field to assign a ticket to a queue.
Issue: unable to track historically how many tickets went into that queue
Example: Queue: Escalations
Ticket Owner: Escalations
Per process, the ticket owner changes to the User working on the ticket. So unless you know the person who worked on that queue, no way to know the initial queue it went to.
Any help on this would be great. Thanks!