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


Feature
Plan
Filters for agents and customers
Estate
Ticket drill-down (see the view ticket section)
Garden

The 'Average first Assign time' section in the Helpdesk In-depth report shows the average time taken for tickets to be assigned to an agent. Only the tickets that were assigned to someone for the first time during the selected time period will be taken into account. Reassigns will not be included. The tickets may have been created anytime (inside and outside the selected time period). 

 

Average first assign time = Total time taken to assign tickets for the first time divided by the number of tickets that were assigned to an agent during the selected time period.

 

On the left panel, you can see the average first assign time of the tickets 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 time split with respect to the ticket properties like Source, Status, Priority etc, by clicking on Average 1st assign time.

 


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 'Avg first assign time split by source', you will be able to see all the tickets created via email that were assigned to an agent for the first time 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 if your agents/groups are efficiently picking up tickets.



This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest average 1st assign time and which group were responsible for those tickets.



Average 1st assign time split by Source


This graph shows the average time taken to assign tickets with respect to each source during the selected time period. You can check for the specific source of the tickets which have the highest 1st assign time and deep-dive to figure out the factors which affect the ticket assignment.



Average 1st assign time split by Priority


This graph shows the average time taken to assign tickets with respect to each priority during the selected time period. The average time to assign should decrease as the priority increases. 



Average 1st assign time split by Type


This gives you the average time taken to assign tickets with respect to each type during the selected time period. The average 1st assign time for custom types will also be shown. This graph helps you find out what type of tickets take the longest time to assign so you can set up automation rules accordingly. For example, if tickets of type 'Feature request' take the longest to assign, you can set up rules in such a way that all the feature requests are assigned to one particular agent automatically.

 

Average 1st assign time split by Custom Property


This gives you the average time taken to assign tickets with respect to each custom property value during the selected time period. If you have multiple custom properties, you can choose any of them from the dropdown and see the average 1st assign time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.


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


Feature
Plan
Filters for agents and customers
Estate
Ticket drill down (See the view ticket section)
Garden



The 'Average first Assign time' section in the 'Helpdesk In-depth' report shows the average time taken for tickets to be assigned to an agent. Only the tickets that were assigned to someone for the first time during the selected time period will be taken into account. Reassigns will not be included. The tickets may have been created anytime (inside and outside the selected time period). 

 

Average first assign time = Total time taken to assign tickets for the first time divided by the number of tickets that were assigned to an agent during the selected time period.

 

On the left panel, you can see the average first assign time of the tickets 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 time split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the 'Average 1st assign time' tab on the left panel

 



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 'Avg first assign time split by source', you will be able to see all the tickets created via email that were assigned to an agent for the first time 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 if your agents/groups are efficiently picking up tickets.



This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest avg 1st assign time and which group were responsible for those tickets.



Avg 1st assign time split by Source


This graph shows the average time taken to assign tickets with respect to each source during the selected time period. You can check for the specific source of the tickets which have the highest 1st assign time and deep dive to figure out the factors which affect the ticket assignment.



Avg 1st assign time split by Priority


This graph shows the average time taken to assign tickets with respect to each priority during the selected time period. The avg time to assign should decrease as the priority increases. 




Avg 1st assign time split by Type


This gives you the average time taken to assign tickets with respect to each type during the selected time period. The avg 1st assign time for custom types will also be shown. This graph helps you find out what type of tickets take the longest time to assign so you can set up automation rules accordingly. For example, if tickets of type 'Feature request' take the longest to assign, you can set up rules in such a way that all the feature requests are assigned to one particular agent automatically.


Avg 1st assign time split by Custom Property


This gives you the average time taken to assign tickets with respect to each custom property value during the selected time period. If you have multiple custom properties, you can choose any of them from the drop-down and see the avg 1st assign time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.