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Getting Internal Ticket Insights

S
Sabqat Ruba
9 Mar, 2021 - Updated 6 months ago

Introduction

 

“I wonder how my internal support team is performing.”

“Are they addressing tickets on time and resolving them quickly?’’

“Should I have a call with them every morning?”

If these questions are trapped in your mind, we have the ultimate solution for you!  Internal Ticket Insights - the instant answer to all your questions, where you can get all the data in a glance. 

What’s more, you can spare the time invested in daily status calls for other priority tasks.

Internal Ticket Insights is a dashboard that gives you information related to internal tickets. The status of internal tickets, the response on closed tickets, the team’s performance, and other metrics are readily available with a few clicks.


Accessing Internal Ticket Insights

Follow these steps to view Internal Ticket Insights:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to the Dashboard tab.
  4. Select Internal Ticket Insights under Dashboards.

Feature Availability

Help Desk Starter

Help Desk Professional

Help Desk Enterprise

All-in-One Professional

All-in-One Enterprise

Feature Availability

Help Desk Insights

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-

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Widgets Available

Internal Ticket Insights are divided into two parts:

  • Real Time Metrics: These are crucial metrics, such as violated cases and unresolved cases. Managers can use this data to take necessary actions and improve the ticket resolution time.
  • Historical Metrics: Historical metrics show data gathered over a period of time, such as an agent’s performance from time A to time B, average first response time, etc. You can also filter the data based on time.

Widgets: Real time metrics

 

Widget

Description

Violated Tickets 

Shows the number of tickets that have violated the SLA

SLAs Due in

Shows the number of internal tickets that are due in 1, 6, 12, and 24 hours based on SLA 

Unsolved Tickets

Shows the number of unresolved tickets

Agent Load

Shows the number of tickets each support agent is handling. You can filter the chart by agent name

Channel

Shows the number of tickets grouped by the channel through which they have come in, such as Phone, Email, etc

First Response

Shows the average time taken to send the first reply to an internal ticket

Ticket Age (H)

Displays the average ticket age in hours, categorized based on status. This helps you analyze the average time a ticket stays in a specific status and the average time taken to resolve it



 

Note: The charts in the widgets are clickable. You can view the tickets by clicking on the charts.

Widgets: Historical metrics

 

Widget 

Description

Ticket Backlog

Number of tickets that are yet to be resolved, grouped by internal ticket Status

Ticket Age

Shows the average age of all of the tickets in Hours

First Response Time/Resolution Time

Shows the average first response time and ticket resolution time in hours

SLA Performance & Survey Response

Shows the SLA fulfillment rate and the satisfaction survey response rate

Agent Performance

Depicts the performance of agents using important metrics such as ticket count, average response time, survey response, etc. You can filter the chart by group or user



 

Handy Hint

Most charts show data that are grouped by multiple aspects. For example, the SLA Performance and Survey Response chart is grouped by different types of responses such as Positive Survey, Negative Survey, etc. If you do not want to view the data on any of the responses, you can simply click on the respective label provided at the bottom. 

 

In the screenshot below, ‘Neutral Survey’, ‘Negative Survey’, and ‘No Response’ is greyed out because the chart is not displaying data on them.

 

 

Filters in Historical Metrics

Internal Ticket Insights provides an option to view the historical metrics filtered by time. The filters that you set are applied to all the charts/metrics.

 

You have the following filters: 

You can view today’s metrics, last month’s metrics, etc. depending on what option you select. 

 

Follow these steps to use the filter:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to the Dashboard tab.
  4. Select Internal Ticket Insights under Dashboards.
  5. Click the date range shown on the top right side of the page.
  6. Select an option.
  7. Click the Apply button.
 

Note: You can also filter the charts by Day, Week, or Month. Click the button on the top right corner of the page to do so.

Actions Available on Widgets

Below are the actions you can perform on a widget. However, not all actions are available on all widgets.

 

Action

Use

Refresh

Click to refresh widget data

Full Screen

Click to display widget data in full screen

Print

Click to print widget data

Save as Image

Click to save widget data as an image in PNG format

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