Ticket Management
Last updated
Last updated
Effective ticket management offers comprehensive insights into various aspects of customer support:
Incoming Tickets: Gain visibility into incoming tickets, enabling swift acknowledgment and response
Ticket Status: Monitor the real-time status of tickets, from opening to resolution, ensuring seamless tracking
Ticket SLA: Easily access and adhere to Service Level Agreements (SLAs), guaranteeing timely ticket resolution
Assigning System: Efficiently allocate tickets to agents, promoting effective distribution and balanced workloads
Agents now have the ability to apply filters to tickets based on various criteria:
User: Filter tickets by specific users, allowing agents to focus on individual cases.
Channels: Refine ticket views by channel, providing insight into how customers are reaching out.
Assignee: Sort tickets by assigned agents, aiding in workload management and collaboration.
Status: Filter tickets by their current status (e.g., opened, assigned, resolved), streamlining tracking.
Opened DateTime: Agents can narrow down tickets based on their opening date and time, enabling efficient time-sensitive handling.
This advanced filtering capability empowers agents to navigate through their workload with precision and ease.
Effortless Report Generation with CSV Export
Users can easily create a CSV file by clicking the export button. The generated report reflects the current table filters. For instance, if the channel filter is set to "Channel X," the CSV file will exclusively feature tickets originating from that channel.
2 Reports:
Ticket Summary Report: This report provides a concise overview of all tickets based on applied filters. It encompasses vital data including ticket numbers, opening and resolution dates, SLA adherence, etc. The report is tailored according to the chosen filters.
Ticket Summary Report field data:
Ticket ID
ID number of ticket
Ticket Status
Status of ticket as an Opened, Assigned, and Resolved
User ID
ID number of user
Username
Default username from original chat platform
Agent ID
ID number of Agent
Agent Name
Name of Agent
Channel ID
ID number of chat platform channel
Channel Type
Type of chat platform channel as a LINE, Facebook, Web chat, and custom
Channel Name
Name of chat platform channel
Ticket Tags
Tags which attached with the ticket
Category
Category of a reason for ticket summary
Reason
Reason for ticket summary
Outcome
Outcome for ticket summary
Note
Additional notes message
Ticket Open Timestamp
Date and time the ticket first entered opened status
First Assign Timestamp
Date and time the ticket first assigned to assignee
Ticket Close Timestamp
Date and time the ticket have been resolved
Ticket Latest Message Timestamp
Date and time the latest message before resolved ticket
Ticket Duration
Time duration between ticket open and resolved
User message count
Total number of messages sent by End-user
Agent message count
Total number of messages sent by Agent
Bot message count
Total number of messages sent by Bot
total message count
Total number of messages sent in conversation
Handling Time
Time duration between assignee first response and resolved
First response time
Date and time the assignee sent first message to End-user
First response duration
Time duration between ticket first assigned and assignee first time response
SLA status
The time using compared with SLA is pass or failed
Service flag
Assignee response status as a chat served or null
Close By
Name of assignee who resolved the ticket
Message Reports: This report compiles conversations or messages exchanged between end-users and agents, excluding chatbot messages. The report showcases interactions like user-agent dialogues.
Message Report field data:
Ticket ID
ID number of ticket
User ID
ID number of user
Username
Customer's username
Channel ID
ID number of channel
Channel Type
Type of channel platform
Channel Name
Name of channel
Message ID
ID number of each message
Message Event
Type of message's event
Message
Context or action in message
Timestamp
Date and time of message
Both reports enhance transparency and analysis by catering to specific data needs, ensuring effective communication analysis and ticket overview.
