Ticket Insights Extension - Zoho Desk Knowledgebase

Ticket Insights Extension for Zoho Desk

Customer support tickets comprise multiple components like conversations, tasks, and approvals. Usually, this information is scattered and must be gathered from different tabs and views on a ticket, taking up time. The Ticket Insights extension for Zoho Desk provides insights for each ticket like the number of responses sent and received, comments added, and average handling time. These insights enable you to measure the effectiveness of your agents and learn how your customers engage with your service.

To install Ticket Insights Extension:

  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) in the top bar.
  3. Click All under Marketplace.
  4. Search for Ticket Insights in the search bar on the right-hand side of the screen.
  5. Select the Ticket Insights extension.
  6. In the Ticket Insights installation setup page, do the following:
    • Select Profiles and Departments whose agents can access the extension in Zoho Desk.
    • Agree to Terms of Use.
    • Click Install.

      The extension will be installed for the specified profiles and departments.
    • Click Authorize in the pop-up window to activate the extension.
    • Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.

To view ticket insights

  1. Open a ticket in Zoho Desk.
  2. Click the Extensions icon (  ) on the upper-left side of the page.
  3. Expand the Ticket Insights section in the Marketplace pane.
  4. View the following details of the ticket.
    • The donut chart displays the total number of conversations between the agents and the requestor of that particular ticket. 
      • Incoming Threads - It is the number of incoming threads in the ticket. 
      • Outgoing Threads - It is the number of outgoing threads in the ticket.
      • Comments - It is the number of comments in the ticket.
    • Average Handling Time It is the average amount of time an agent spends working on the ticket.
    • Usage Web - The web chart displays the total number of tasks, approvals, comments, attachments, and time entries associated with the ticket.

You can click the more actions ( ... ) icon and select Refresh to refresh the ticket insights section in the Marketplace pane.

To uninstall Ticket Insights Extension

  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click All under Marketplace.
  3. Click Installed Extensions.
  4. Choose Ticket Insights from the list of extensions.
  5. Click the More icon  ) at the upper-right corner of the Ticket Insights extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm to uninstall the extension.

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