Ticket Status Dashboard
Businesses have distinct processes to run their operations, such as logistics, software development, quality analysis, project development, and so on. Every process has a set of sequential steps to proceed from start to completion, with each stage reflecting the current condition or status of the work item.
For the business, it is crucial to monitor these stages to:
- Identify bottlenecks
- Optimize resource allocation
- Improve the existing processes
- Address redundancy if any
They must have a clear view of every work item to track their progress.
This is where the ticket dashboard can be useful. Every work item can be added as a ticket, and their status can be viewed in the dashboard.
The ticket status dashboard displays the following components:
- Open tickets by status
- Tickets by state
- Reopened tickets
- Average handling time by status
- Average time taken by agents
Filter by duration
The ticket status dashboard can be filtered by teams, agents, and duration.
Select any of the following duration from the top left to filter all widgets on the overview dashboard.
- Last 24 Hours
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Current week
- Last week
- Current month
- Last month
- Custom
Open tickets by status
The tickets that are received in a department are likely to have different degrees of progress and statuses. This widget provides a consolidated breakdown of all open tickets categorized by their status, allowing managers to quickly identify areas that require attention.
For example, if 20 tickets have been in 'Developer Analysis' for the past week without progressing to the next status of 'In Progress', the managers can quickly verify the reason for the delay and take necessary action.
Tickets by state
Status refers to specific stages of a ticket, such as 'analysis in progress' or 'waiting for inputs,' while state refers whether the ticket is still active (open) or completed (closed). Multiple statuses can exist within a single state, helping teams track both details and overall progress.
For example, 'Bug fix pending' and 'Inputs required' statuses fall under the 'On Hold' state. 'Developer analysis' and 'Validation' statuses fall under the 'Open' state.
Users can select each legend to view the total number of tickets in each state.
Reopened tickets
In some instances, the customers may reopen a ticket when the issue was not fully resolved, when the problem recurs shortly after closure, or when they have additional questions related to the original request. A high number of reopened tickets can indicate issues in the proposed resolutions. Further scrutiny of the tickets can help managers identify the areas for improvement; they can provide upskilling opportunities, training, and improve agent onboarding.
The reopened tickets widget highlights tickets that were previously marked as resolved or closed but have been reopened due to incomplete resolution, recurring issues, or additional customer queries.
This metric provides the count of reopened tickets for the selected duration.
Average handle time by status and average time taken by agents
A ticket moves through multiple stages, from open to closed. The average handling time at every status indicates the prowess with which the tickets are moved from one status to another. For certain types of tickets such as implementation requests, subscription renewals, payment failures the average handling time should be within the SLA limits. Managers can spot delays and identify workflow bottlenecks to address the issue quickly.
The average handling time can be filtered by agent to see the time spent by an individual. The data can be used to assess individual performance and optimize their workload.
Note:
Dashboard automatically refreshes every 15 minutes when on the full-screen mode. This ensures that the latest data is updated in real time.
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