Monitor Ticket Transition Through Lifecycle Report

Hello everyone,

We have introduced lifecycle report under the pre-defined or static reports to provide better visibility of ticket transitions. For more information kindly refer to the help doc: Monitoring Ticket Transition with Lifecycle Reports  

Importance of monitoring ticket's journey
Understanding the complete journey of a ticket is crucial for improving support operations. They provide insights into ticket movement, agent performance, team efficiency, and department workflows.

Take-aways and data-driven decision making

• Lifecycle reports allow managers to track the entire path of a ticket as it moves from one stage to another.
  
• The report displays the status changes and ownership transfers across agents, teams, and departments.
  
• Process owners can uncover bottlenecks and analyze trends, such as frequent delays at specific stages, high reassignment rates, or prolonged inter-department transitions.
  
• Fix workflows, improve ticket assignment, and triaging criteria to improve average resolution time.
  
• Improve FRT and SLA adherence rate.
  

The Lifecycle report provides details on the following types of transitions:

Transition from Status A to B and so on
The report highlights the different stages through which a ticket moves, such as Open, On Hold, and In Progress, which can pinpoint delays or bottlenecks in a process.

For example, if many tickets are stalled in the "On Hold" status due to delayed updates from the third-party vendors, the business can look at alternative solutions, such as changing the vendor or performing root cause analysis to identify the communication delay.

Transition from Agent A to B
The report highlights changes in ticket ownership, which can help businesses optimize resource allocation and modify the ticket triaging process through automation.

For example, if L3 tickets are frequently transferred to another agent, it can indicate an incorrect assignment. Modifying the triaging criteria can significantly reduce the reallocation of tickets. Likewise, support leads can closely monitor the stages at which the tickets are transferred and identify the root cause.

Transition between teams and/or departments
This report tracks the transfer of tickets between teams and departments. For example, if onboarding requests are reassigned to the presales department, it indicates improper ticket triaging. The business would need to revisit their assignment process and modify the criteria to ensure the tickets are identified and sent to the right team or department at the time of creation.

Regards,

Anumita Gupta | Desk User Education

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