Ticket Management

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

Ticket Filtering

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.

Ticket Report

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:

1. 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:

   Field	Description
   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

2. 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:

   Field	Description
   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.