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.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
FAQs: Zoho Desk Dashboards
What are Zoho Desk Dashboards? Zoho Desk Dashboards offer a visual representation of your help desk data, providing real-time insights into key performance indicators. These interactive dashboards help you monitor ticket trends, agent performance, ...Blueprint Dashboard
Availability Permission required Users with placeholder permission in their profile can access this feature. <br> Performing tasks, both in and out of business settings, is easier when ...Understanding the On hold ticket state
Ticket statuses help customers and agents to track progress and manage the lifecycle of a ticket. For example, it tells you whether it's the customer or an agent that needs to act next. All tickets in Zoho Desk can be in one of the following three ...Standard Dashboards
The Dashboard is a visual representation of the custom reports present in your Desk account. They provide a real-time snapshot of important business metrics that help in quick decision-making. Using dashboards, you can easily visualize the patterns ...Headquarters Dashboard: Real-Time Customer Support Management
Availability Permission required Users with placeholder permission in their profile can access this feature. <br> The Headquarters dashboard is designed to provide live and actionable ...
New to Zoho LandingPage?
Zoho LandingPage Resources