Created tickets (Helpdesk In-depth)

All features of the Helpdesk In-depth report are available from Blossom onwards, except for:

The Created tickets section in the Helpdesk In-depth report shows the properties of the tickets created during the selected time period. 

On the left panel, you can see the number of the tickets created in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.

You can see the tickets created with respect to ticket properties like Source, Status, Priority etc, by clicking on the Created tickets tab.

The View All tickets option provides a detailed drill-down of all the tickets created during the specific time period.

View tickets

You will be able to deep-dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the Email bar in Tickets created split by source, you will be able to see all the tickets created via email during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions. 

Ticket filters

The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see what kind of tickets a particular agent/group deals with and make sure that they aren't overloaded. 

This also lets you mix and match different properties and metrics. For example, you can see how many high priority tickets created during the selected period still have Open status or which Type of tickets were created through the Social channels during the 

selected period.

Tickets created split by Source

This graph shows the breakup of tickets created during the selected time period based on their current source. You will be able to see which channels bring in a lot of tickets (and need more attention) and which channels brings in the minimum number of tickets. 

Tickets created split by Priority

This graph shows the break-up of tickets created during the selected time period based on their current priority. You will be able to see how many Urgent and High priority questions were created and you can use the filters to find out if they were resolved.

Tickets created split by Status

This graph shows the breakup of tickets created during the selected time period based on their current status. You will be able to find out which status most of the tickets have been stuck in. For example, if you see that too many tickets are in Waiting for third-party, you might want to consider reducing the dependency on third-parties. Or if you see most of them are on Waiting for the customer, you can set up an escalation email to be sent automatically to customers when the ticket has been in that status for a few days.

Tickets created split by Type

This graph shows the breakup of tickets created during the selected time period based on their current type. You will be able to see what type of tickets are created the most in your helpdesk and helps you make decisions accordingly. The custom types will also be shown here. For example, if most of your tickets are of 'How-to' or 'Question' type, it's a good time for you to create a Knowledge Base with answers for FAQs (or update the existing one). 

Number of agent & customer responses in tickets created

This graph buckets the tickets created during the selected time period based on the number of responses sent by agents and customers. For example, in the '0 responses' bucket, you can see the number of tickets with no agent response and no customer response. 

Note:The initial description sent by the customer while creating the ticket will not be considered as a response. 

You can use this graph to make a lot of policies around the minimum number of agent responses required for certain types of tickets and the maximum number of customer responses after which the ticket needs to be escalated. For example, if you want to make sure that all the feature request tickets are acknowledged, you can filter the graph and find the tickets that are closed without any agent response.

Tickets created split by Custom Properties

This graph shows the breakup of tickets created during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the dropdown and see the tickets created split by that property. Please note that custom text fields will not be available in the dropdown for selection.

Plan information: Unless specified in the table, all features in this report are available in Blossom plan and above.

The 'Created tickets' section in the 'Helpdesk In-depth' report shows the properties of the tickets created during the selected time period. 

On the left panel, you can see the number of the tickets created in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.

You can see the tickets created split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the 'Created tickets' tab on the left panel

The 'View All tickets' option available on the right top corner of the report provides a detailed drill-down of all the tickets created during the specific time period.

View tickets

You will be able to deep dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Email' bar in 'Tickets created split by source', you will be able to see all the tickets created via email during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions. 

Ticket filters

The 'Helpdesk In-depth' report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see what kind of tickets a particular agent/group deals with and make sure that they aren't overloaded. 

This also lets you mix and match different properties and metrics. For example, you can see how many high priority tickets created during the selected period still have 'Open' status. Or which 'Type' of tickets were created through the Social channels during the selected period.

Tickets created split by Source

This graph shows the break-up of tickets created during the selected time period based on their current source. You will be able to see which channels bring in a lot of tickets (and needs more attention) and which channels brings in the minimum number of tickets. 

Tickets created split by Priority

This graph shows the break-up of tickets created during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were created and you can use the filters to find out if they were resolved.

Tickets created split by Status

This graph shows the break-up of tickets created during the selected time period based on their current status. You will be able to find out which status most of the tickets have been stuck in. For example, if you see that too many tickets are in the 'Waiting for third-party', you might want to consider reducing the dependency on third-parties. Or if you see most of them are on 'Waiting for the customer', you can set up an escalation email to be sent automatically to customers when the ticket has been in that status for a few days.

Tickets created split by Type

This graph shows the break-up of tickets created during the selected time period based on their current type. You will be able to see what type of tickets are created the most in your helpdesk and helps you make decisions accordingly. The custom types will also be shown here. For example, if most of your tickets are of 'How-to' or 'Question' type, it's a good time for you to create a Knowledge Base with answers for FAQs (or update the existing one). 

Number of agent & customer responses in tickets created

This graph buckets the tickets created during the selected time period based on the number of responses sent by agents and customers. For example, in the '0 responses' bucket, you can see the number of tickets with no agent response and no customer response. 

Note:The initial description sent by the customer while creating the ticket will not be considered as a response. 

You can use this graph to make a lot of policies around the minimum number of agent responses required for certain types of tickets and the maximum number of customer responses after which the ticket needs to be escalated. For example, if you want to make sure that all the feature request tickets are acknowledged, you can filter the graph and find the tickets that are closed without any agent response.

Tickets created split by Custom Properties

This graph shows the break-up of tickets created during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the drop-down and see the tickets created split by that property. Please note that custom text fields will not be available in the dropdown for the selection.