Tickets

The Tickets dashboard is focused on displaying an overview of tickets in their various stages of the process:

  • created
  • open
  • reopened
  • deleted
  • resolved

The Ticket dashboard can be filtered by multiple ticket properties to allow you to focus on details that you need at any given moment. It can help you identify inefficient processes, vendors, teams or individuals.

The Tickets dashboard has two sections:

  • Tickets Volume
    Shows the daily ticket numbers, as well as the backlog size, and ability of your helpdesk to handle the tickets' volume.
  • Ticket Details
    Allows you to slice and dice the tickets by several properties like channel, ticket age, related product, ticket type, priority or number of interactions. Shows the busiest hours of the day and days of the week from the perspective of created and resolved tickets.

Contents:

Tickets Volume

Created Tickets

Type

Headline

Measure

# Tickets

Configuration

Comparison by Ticket Created (Date)

Resolved Tickets

Type

Headline

Measure

# Tickets Resolved

Configuration

Comparison by Ticket Resolved (Date)

Open Tickets

Type

Headline

Measure

# Tickets Open

Configuration

Comparison by Ticket Created (Date)

Reopened Tickets

Type

Headline

Measure

# Tickets Reopened (Events)

Configuration

Comparison by Event (Date)

Backlog Size

Type

Headline

Measure

# Tickets Unresolved

Configuration

Comparison by Ticket Created (Date)

Daily Tickets Activity

Type

Column

Measure

  • # Tickets Created (Events)
  • # Tickets Reopened (Events)
  • # Tickets Resolved (Events - Negative)

Configuration

Stacked measures

Daily Backlog Volume

Type

Stacked area

Measure

# Tickets (Load Analysis History)

Configuration

Stacked by Status

Ticket Volume Handling

Type

Combo Chart

Measure

  • *Computed: SUM(# Agents Available)
  • # Tickets Resolved (Events - with Zeros)

Configuration

By Event (Date)

Tickets Details

Tickets by Channel

Type

Stacked area

Measure

# Tickets

Configuration

Stacked by Ticket Source

Tickets by Age

Type

Treemap

Measure

  • # Tickets (Age: Less than a Day)
  • # Tickets (Age: 1 Day to 1 Week)
  • # Tickets (Age: 1 Week to 15 Days)
  • # Tickets (Age: 15 Days to 1 Month)
  • # Tickets (Age: More than 1 Month)

Configuration

n/a

Tickets by Product

Type

Pie

Measure

# Tickets

Configuration

View By Product

Tickets by Type

Type

Bar

Measure

# Tickets

Configuration

View By Ticket Type

Tickets by Priority

Type

Pie

Measure

# Tickets

Configuration

View By Priority

Tickets by Interactions

Type

Treemap

Measure

  • # Tickets Interactions: 1
  • # Tickets Interactions: 2-3
  • # Tickets Interactions: 4-7
  • # Tickets Interactions: 8-12
  • # Tickets Interactions: 13-20
  • # Tickets Interactions: 21-40
  • # Tickets Interactions: 41+

Configuration

n/a

Created Tickets by Days of Week

Type

Column

Measure

# Tickets

Configuration

View By Day of Week

Resolved Tickets by Days of Week

Type

Column

Measure

# Tickets Resolved

Configuration

View By Day of Week

Created Tickets by Hours of Day

Type

Column

Measure

# Tickets (with Zeros)

Configuration

View By Hour

Resolved Tickets by Hours of Day

Type

Column

Measure

# Tickets Resolved (with Zeros)

Configuration

View By Hour

*Computed - denotes a purpose-built measure that is not a part of the Measures Catalog.

Dashboard filters

Dashboard filters allow you to quickly refine the scope of the displayed data.

Some insights or KPIs may not be affected by a particular filter. For example, if the insight does not use a time-based measure, it will not be affected by the Date Range filter. See the dashboard filter table below.

The following filters are available on the Tickets dashboard:

  • Date Range
    Default: Last 30 days
  • Group
    Default: All
  • Agent
    Default: All
  • Status
    Default: All
  • Priority
    Default: All
  • Company
    Default: All
  • Product
    Default: All
  • Ticket Source
    Default: All
  • Ticket Type
    Default: All

The following table shows which insights and KPIs (or their measures) are affected by dashboard filter application.

Insights / FiltersDate RangeGroupAgentStatusPriorityCompanyProductTicket SourceTicket Type
Created TicketsTicket CreatedYesYesYesYesYesYesYesYes
Resolved TicketsTicket ResolvedYesYesYesYesYesYesYesYes
Open TicketsTicket CreatedYesYesYesYesYesYesYesYes
Reopened TicketsEventYesYesYesYesYesYesYesYes
Backlog SizeTicket CreatedYesYesYesYesYesYesYesYes
Daily Tickets ActivityEventYesYesYesYesYesYesYesYes
Daily Backlog VolumeEventYesYesYesYesYesYesYesYes
Ticket Volume HandlingEventYesYesYesYesYesYesYesYes
Tickets by ChannelTicket CreatedYesYesYesYesYesYesYesYes
Tickets by AgeTicket CreatedYesYesYesYesYesYesYesYes
Tickets by ProductTicket CreatedYesYesYesYesYesYesYesYes
Tickets by TypeTicket CreatedYesYesYesYesYesYesYesYes
Tickets by PriorityTicket CreatedYesYesYesYesYesYesYesYes
Tickets by InteractionsTicket CreatedYesYesYesYesYesYesYesYes
Created Tickets by Days of WeekTicket CreatedYesYesYesYesYesYesYesYes
Resolved Tickets by Days of WeekTicket ResolvedYesYesYesYesYesYesYesYes
Created Tickets by Hours of DayTicket CreatedYesYesYesYesYesYesYesYes
Resolved Tickets by Hours of DayTicket ResolvedYesYesYesYesYesYesYesYes
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