Introduction

In today's customer support landscape, effective ticket management and insightful analytics are crucial for maintaining high service quality and operational efficiency.

This guide explores how to leverage ticket views, analytics, and customization options within a support platform to gain real-time insights, optimize workflows, and enhance decision-making.

We will walk through creating custom views, utilizing charts and graphs, and exporting data for further analysis, all based on a detailed transcript of platform functionalities.

Mastering Ticket Views and Analytics

1. Creating Custom Ticket Views

To monitor specific aspects of your support tickets, you can create tailored views that focus on particular metrics such as priority, status, or creation date.

• Accessing Ticket Views:

  • Navigate to the dashboard.

  • Click on Tickets to see existing views like:

    • Tickets by Priority

    • Ticket Status

    • All Items Overview

• Adding a New View:

  • Click on Add New View.

  • Name your view, e.g., "Ticket Analytics by Status".

  • Select the criteria for filtering, such as status (resolved, in progress, new).

• Configuring the View:

  • Choose the chart type:

    • Bar Chart

    • Pie Chart

    • Line Chart

  • Group data by priority, status, or other relevant fields.

  • Customize titles and visibility of current items or change logs.

• Example:

  • For a status-based view, group tickets by their current state.

  • Save the view to access real-time analytics.

2. Visualizing Data with Charts

The platform offers dynamic charting options to visualize ticket data effectively:

• Customizing Charts:

  • Change chart orientation (vertical/horizontal).

  • Enable stacked views for layered data comparison.

  • Add titles and labels for clarity.

• Exporting Charts:

  • Download as SVG, PNG, or CSV files via the hamburger menu.

  • Use exported data for external tools like Google Data Studio or CRM systems supporting CSV imports.

3. Real-Time Analytics and Data Filtering

• The platform provides live updates as new tickets are created or statuses change.

• You can filter data by:

  • Date ranges (e.g., today, last 7 days)

  • Ticket status

  • Priority levels

  • Custom conditions for more granular insights

• Example:

  • View current tickets created today, grouped by status.

  • See resolved tickets over a specific period.

4. Customizing Analytics with Conditions

Advanced users can add conditions to manipulate analytics further:

• Conditional filters based on ticket attributes.

• Multiple criteria to refine data views.

• Experimentation with different test phases to identify the most insightful configurations.

5. Practical Applications of Ticket Analytics

• Operational Monitoring:

  • Track ticket volume trends.

  • Identify bottlenecks or frequent issues.

• Performance Measurement:

  • Measure resolution times.

  • Assess agent efficiency.

• Strategic Planning:

  • Allocate resources based on ticket inflow.

  • Prioritize high-impact issues.

Unlocking the Power of Ticket Data

Harnessing custom views and analytics transforms raw ticket data into actionable insights. By creating tailored dashboards, visualizing data through various chart types, and exporting information for external analysis, support teams can proactively manage workloads, improve customer satisfaction, and drive continuous improvement.

Key Takeaways:

• Create specific views to focus on critical metrics.

• Use charts to visualize trends and distributions.

• Export data for integration with other tools.

• Customize analytics with conditions for deeper insights.

• Leverage real-time updates to stay informed.

Incorporating these strategies into your support operations ensures a data-driven approach, enabling smarter decisions and more efficient customer service. Remember, the flexibility of these tools allows you to adapt your analytics to evolving needs, making your support system both robust and responsive.