All features of the Helpdesk In-depth report are available from Blossom onwards, except for:
|
Feature |
Plan |
| Filters for agents and customers |
Estate |
| Ticket drill-down (see the view ticket section) |
Garden |
The Unresolved tickets section in the Helpdesk In-depth report shows the properties of the tickets that were not resolved as of the end of the selected time period. These tickets may have been created anytime (inside or outside the selected time period).
An unresolved ticket is a ticket with any status other than Resolved or Closed.
On the left panel, you can see the number of the unresolved tickets in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.
You can see the unresolved tickets split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the Unresolved tickets.
View tickets
You will be able to deep-dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Email' bar in 'Unresolved tickets split by source', you will be able to see all the tickets created via email that remained unresolved during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions.
Ticket filters
The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can measure the performance of a particular agent/group in terms of ticket resolution.
This also lets you mix and match different properties and metrics. For example, you can see which agent has the most number of high priority tickets that were unresolved during the selected time period.
Unresolved tickets by Source
This graph shows the breakup of tickets unresolved during the selected time period based on their current source. You will be able to see which channel tickets go unnoticed more often.
Unresolved tickets by Priority
This graph shows the breakup of tickets unresolved during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were unresolved and who is responsible for it.
Unresolved tickets by Status
This graph shows the breakup of tickets unresolved during the selected time period based on their Current and Historic status.
- Current status: All the unresolved tickets at the end of the selected time period, split by their present status. So tickets can be in the Resolved/Closed status too.
- Historic status: All the unresolved tickets at the end of the selected time period, split by their status as of the end of the time selected.
Unresolved tickets split by Type
This graph shows the breakup of tickets unresolved during the selected time period based on their current type. You will be able to see what type of tickets remain unresolved the most in your helpdesk system and helps you make decisions accordingly. The custom types will also be shown here. For example, if most of your unresolved tickets are 'feature-requests', you can set up a rule that adds tags and resolves tickets requesting features that cannot be taken up immediately.
Ticket trends report for greater insights
A good way to use these reports is by combining them with the Ticket volume trend report. If you spot an abnormal high and low in a particular period, you can quickly jump to the ticket volume trend reports and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have remained unresolved in the time period you selected, you can figure out if it's because of issues that cropped up on one day or if the number has been rising consistently throughout the time period.
Plan information: Unless specified in the table, all features in this report are available in Blossom plan and above.
|
Feature |
Plan |
| Filters for agents and customers |
Estate |
| Ticket drill down (See the view ticket section) |
Garden |
The 'Unresolved tickets' section in the 'Helpdesk In-depth' report shows the properties of the tickets that were not resolved as of the end of the selected time period. These tickets may have been created anytime (inside or outside the selected time period).
An unresolved ticket is a ticket with any status other than 'Resolved' or 'Closed'.
On the left panel, you can see the number of the unresolved tickets in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.
You can see the unresolved tickets split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the 'Unresolved tickets' tab on the left panel
The 'View All tickets' option available on the top right corner of the report provides a detailed drill-down of all the unresolved tickets on the specific time period.
View tickets
You will be able to deep dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Email' bar in 'Unresolved tickets split by source', you will be able to see all the tickets created via email that remained unresolved during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions.
Ticket filters
The 'Helpdesk In-depth' report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can measure the performance of a particular agent/group in terms of ticket resolution.
This also lets you mix and match different properties and metrics. For example, you can see which agent has the most number of high priority tickets that were unresolved during the selected time period.
Unresolved tickets split by Source
This graph shows the break-up of tickets unresolved during the selected time period based on their current source. You will be able to see which channel tickets go unnoticed more often.
Unresolved tickets split by Priority
This graph shows the break-up of tickets unresolved during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were unresolved and who is responsible for it.
Unresolved tickets split by Status
This graph shows the break-up of tickets unresolved during the selected time period based on their Current and Historic status.
- Current status: All the unresolved tickets at the end of the selected time period, split by their present status. So tickets can be in the Resolved/Closed status too.
- Historic status: All the unresolved tickets at the end of the selected time period, split by their status as of the end of the time selected.
Unresolved tickets split by Type
This graph shows the break-up of tickets unresolved during the selected time period based on their current type. You will be able to see what type of tickets remain unresolved the most in your helpdesk and helps you make decisions accordingly. The custom types will also be shown here. For example, if most of your unresolved tickets are 'feature-requests' type, you can set up a rule that adds tags and resolves tickets requesting features that cannot be taken up immediately.
Ticket trends report for greater insights
A good way to use these reports is by combining them with the Ticket volume trend report. If you see any abnormal highs and lows in a particular period, you can quickly jump to the ticket volume trend reports and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have remained unresolved in the time period you selected, you can figure out if it's because of issues that cropped up on one day or if the number has been rising consistently throughout the time period.