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:
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.
Example Ticket Summary Report:
Ticket Number Opened Date Resolved Date SLA 12345
2023-08-01
2023-08-05
4h
12346
2023-08-02
2023-08-03
24h
Conversation Reports: This report compiles conversations or messages exchanged between end-users and agents, excluding chatbot messages. The report showcases interactions like user-agent dialogues.
Example Conversation Report:
Ticket Number Agent Message User Message 12345
How can I assist you?
I have a billing query.
12345
Please provide details.
What's the due date?
Both reports enhance transparency and analysis by catering to specific data needs, ensuring effective communication analysis and ticket overview.
Last updated
