Hello, my company currently uses NetSuite for Case tracking/logging and AxoSoft OnTime for QA Bugs/Featrue Requests. We are interested in possibly moving to Sugar. With NetSuite I am unable to track cases that a CSR has touched. I can only see what they currently have open or what they have closed. This makes the reporting nearly useless to me as far as tracking the the time each CSR invests in cases. Because a case will go from 1st to 2nd level then possibly to a developer and then back to 1st level, I would like to be able to report on the number of cases a CSR touches. Does anyone know if Sugar allows for this in their reports?

Thank you!