Filtering Tickets refers to the ability to narrow down or sort through tickets based on specific criteria using the options provided in a filter tool. This helps agents or managers focus on particular sets of tickets, making it easier to manage and analyze them. The following are the Filter options: - Date Range: You can filter tickets based on a predefined period such as Today, One Week, Two Week, Three Week, One Month".
- Custom Dates: Offers flexibility to choose specific start and end dates for filtering tickets. This is useful when analyzing tickets created or updated during a particular time frame. You can select up to 60 days.
- Agent Teams: Filters tickets based on specific teams of agents, allowing you to see only the tickets handled by a particular group (e.g., Technical Support, Customer Service, etc.).
- Agents: Filters tickets assigned to or created by individual agents. This helps track the workload or performance of specific agents.
- Components: Allows filtering by specific components, such as different services or products within the system. It is helpful for larger organizations dealing with multiple offerings.
- Labels: Filters tickets based on custom labels or tags applied to tickets. These labels could represent different categories or specific issues (For example, urgent, billing, or bug).
- Priorities: Filter tickets by priority levels (For example, low, medium, high, or critical). Helps agents focus on the most urgent or important tickets.
- Ticket Types: Filters by the type of ticket, such as "Bug," "Feature Request," "Incident," or "Service Request." This helps categorize and manage different types of issues.
- Time to Resolve (Hours): Allows filtering based on how long it took (or is expected to take) to resolve a ticket. This helps track tickets nearing or exceeding service level agreements (SLAs).
These filters help improve efficiency by providing a customized view of the tickets based on your specific criteria. |