In the left panel, you can see various helpdesk metrics and their percentage increase or decrease when compared to the previous time period. Clicking on these metrics will display graphs based on various properties like source, status, priority, etc.
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 'Tickets created split by source', you will be able to see all the tickets created via email 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.
The 'Helpdesk In-depth' report can be filtered based on all the ticket properties including Agent, Group and Customer. By using filters, you can see what kind of tickets particular agent/group deals with and make sure that they aren't overloaded.
This also lets you mix and match different properties and metrics. For example, you can see how many high priority tickets created during the selected period still have 'open' status. Or what 'type' of tickets were created through the social channels during the selected period.
Tickets split by source
This graph shows the break-up of the selected ticket metric for a specified time period based on their current source. You will be able to see which channels brings in a lot of tickets (and needs more attention) and which channels brings in the minimum number of tickets.
Tickets split by priority
This graph shows the break-up of selected tickets for a specified time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were created and you can use the filters to find out if they were resolved.
Tickets split by status
This graph shows the break-up of selected tickets for a specified time period based on their current status. You will be able to find out which status most of the tickets have been stuck in. For example, if you see that too many tickets are in the 'Waiting for third-party', you might want to consider reducing the dependency on third-parties. Or if you see most of them are on 'Waiting for the customer', you can set up an escalation email to be sent automatically to customers when the ticket has been in that status for a few days.
Tickets split by type
This graph shows the break-up of selected tickets for a specified time period based on their current type. You will be able to see what type of tickets are encountered 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 'How-to' or 'Question' type, it's a good time for you to create a knowledge base with answers for FAQs (or update the existing one).
Number of agent & customer responses
This graph buckets the tickets created/ reopened/ resolved 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 with no agent response and no customer response. (Please note that the content sent by the customer while creating the ticket will not be considered as a response.)
You can use this graph to make a lot of policies around the minimum number of agent responses required for certain types of tickets and the maximum number of customer responses after which the ticket needs to be escalated. For example, if you want to make sure that all the feature request tickets are acknowledged, you can filter the graph and find the tickets that are closed without any agent response.
Tickets split by custom properties
This graph shows the break-up of selected tickets for a specified 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 created split by that property.
Ticket trends report for greater insights
A good way to use these reports is by combining them with the 'Ticket trend' report. If you see any abnormal highs and lows in a particular period, you can quickly jump to the ticket trend reports (using the drop down next to the report title) and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have been resolved 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.
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