Resolution Time Report

From data to decisions: A deep dive into ticketing system reports

What are time-based reports?

Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring, and visualizing data, these reports allow us to evaluate performance, spot trends, and make better decisions. They enable businesses to monitor efficiency, productivity, and operational effectiveness.

Resolution time

The time required to resolve support tickets varies significantly based on factors such as complexity, dependencies on customer input, cross-departmental collaboration, or the need for in-depth investigation. 

The Resolution Time Report plays a critical role in tracking and analyzing the amount of time agents take to resolve tickets, from creation to closure. This data empowers managers to identify trends, optimize workflows, and enhance team performance.

Availability: All paid versions 

Specific attributes/fields of the report

• Ticket ID: Zoho Desk assigns a unique reference number to each ticket, known as a ticket ID.
• Subject: The ticket subject typically summarises or describes the issue the customer is experiencing.
• Ticket owner: Owner of the ticket.
• Contact name: The customer's contact name.
• Event name: The change in the ticket's status.
• Closed by: The name of the agent who closed the ticket.
• Agent resolved time: The time the ticket was closed.
• Agent resolution time: The total time taken to resolve the ticket.
• Team resolved time: The time the team closed the ticket.
• Team resolution time: The total time it took the team to resolve the issue.
• System resolution time: The time taken to resolve the issue.
• Status: Status of the ticket.
• Channel: The incoming channel.
  

Why is it taking so long to resolve tickets?

When a support ticket takes an unusually long resolution time, team leaders can drill down into the ticket details by clicking the ticket ID. This allows them to assess the root cause of the delays, such as any bottlenecks, dependencies, or process inefficiencies. They develop targeted strategies to streamline future handling of similar issues. By analyzing these insights, agents can resolve tickets more efficiently, improving both individual productivity and overall customer satisfaction.

Leveraging quick resolutions for the team

When a ticket is resolved quickly, it’s an excellent opportunity for team leads to take a closer look at the agent’s approach. By understanding how they tackled the issue, whether it was through effective troubleshooting, collaboration, or utilizing specific tools, we can pinpoint what worked well. Sharing these insights with the entire team not only promotes continuous improvement but also boosts our overall efficiency.

Conclusion

Taking a proactive approach to analyze both the quick resolutions and the more time-consuming ones helps the support team glean lessons from every ticket. This way, we can consistently enhance our performance and ultimately provide a better experience for our customers.

Please stay tuned for more Desk Reports series.

 

Cheers to reports.

 

Kavya Rao

The Zoho Desk Team

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