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 Reopened tickets section in the Helpdesk In-depth report shows the properties of the tickets reopened during the selected time period. These tickets may have been created anytime (inside or outside the selected time period).
On the left panel, you can see the number of the reopened 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 reopened tickets split with respect to the ticket properties like Source, Status, Priority etc, by clicking on Reopened tickets.
The View All tickets option provides a detailed drill-down of all the reopened 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 Reopened tickets split by source, you will be able to see all the tickets created via email that was reopened 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 accurate 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 reopened tickets in the selected period or which type of tickets have reopened a lot and which group handles those tickets.
Tickets reopened split by Source
This graph shows the breakup of tickets reopened during the selected time period based on their current source. You can immediately see if the number of tickets reopened is not proportionate to the number of tickets created through each channel. For example, if you see that a lot of tickets are created through the phone channel, but they are not reopened as much as others, you can encourage agents to call customers more.
Tickets reopened split by Priority
This graph shows the breakup of tickets reopened during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' were reopened.
Tickets reopened split by Status
This graph shows the breakup of tickets reopened during the selected time period based on their current status. You can deep-dive into tickets that were reopened in the period selected and still remain unresolved.
Tickets reopened split by Type
This graph shows the breakup of tickets reopened during the selected time period based on their current type. You will be able to see what type of tickets are reopened 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 tickets are of the 'Troubleshooting' type, it's a good time for you to create a step-by-step troubleshooting guide that makes sure that agents don't prematurely close tickets.
Number of agent & customer responses in tickets reopened
This graph buckets the tickets reopened during the selected time period based on the number of responses sent by agents and customers. For example, in the '0 responses' bucket, you can see the number of tickets reopened with no agent response and no customer response.
Note:The initial description sent by the customer while creating the ticket will not be considered as a response.
If the issue is not resolved, the customer reopens the ticket. And if reopened tickets take too many agent and customer responses for resolution, the customer is likely to get frustrated. Using this graph, you can deep-dive into the reopened tickets with 5+ agent and customer responses to figure out how you can bring about a quicker resolution.
You can also find out which agent's tickets are reopened due to inadequate responses and which customer sends too many responses and reopens too many tickets for no reason.
Tickets reopened split by Custom Properties
This graph shows the breakup of tickets reopened during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the drop-down and see the tickets reopened split by that property. Please note that custom text fields will not be available in the dropdown for the selection.
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 'Reopened tickets' section in the 'Helpdesk In-depth' report shows the properties of the tickets reopened during the selected time period. These tickets may have been created anytime (inside or outside the selected time period).
On the left panel, you can see the number of the reopened 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 reopened tickets split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the 'Reopened 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 reopened 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 'Reopened tickets split by source', you will be able to see all the tickets created via email that was reopened 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 accurate 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 reopened tickets in the selected period or which type of tickets have reopened a lot and which group handles those tickets.
Tickets reopened split by Source
This graph shows the break-up of tickets reopened during the selected time period based on their current source. You can immediately see if the number of tickets reopened is not proportionate to the number of tickets created through each channel. For example, if you see that a lot of tickets are created through the phone channel, but they are not reopened as much as others, you can encourage agents to call customers more.
Tickets reopened split by Priority
This graph shows the break-up of tickets reopened during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' were reopened.
Tickets reopened split by Status
This graph shows the break-up of tickets reopened during the selected time period based on their current status. You can deep dive into tickets that were reopened in the period selected and still remain unresolved.
Tickets reopened split by Type
This graph shows the break-up of tickets reopened during the selected time period based on their current type. You will be able to see what type of tickets are reopened 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 tickets are of 'Troubleshooting' type, it's a good time for you to create a step by step troubleshooting guide that makes sure that agents don't prematurely close tickets.
Number of agent & customer responses in tickets reopened
This graph buckets the tickets reopened during the selected time period based on the number of responses sent by agents and customers. For example, in the '0 responses' bucket, you can see the number of tickets reopened with no agent response and no customer response.
Note:The initial description sent by the customer while creating the ticket will not be considered as a response.
If the issue is not resolved, the customer reopens the ticket. And if reopened tickets take too many agent and customer responses for resolution, the customer is likely to get frustrated. Using this graph, you can deep dive into the reopened tickets with 5+ agent and customer responses to figure out how you can bring about a quicker resolution.
You can also find out which agent's tickets are reopened due to inadequate responses and which customer sends too many responses and reopens too many tickets for no reason.
Tickets reopened split by Custom Properties
This graph shows the break-up of tickets reopened during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the drop-down and see the tickets reopened split by that property. Please note that custom text fields will not be available in the dropdown for the selection.
