You can filter the tickets to help you narrow down or sort through tickets based on specific criteria using the options provided in the filter tool. This allows agents or managers to 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 (for example, Technical Support, Customer Service, and so on.).
- 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. |