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Using the Tickets dashboard, you can also drill down through a ticket. When you click on a specific ticket on this dashboard, the details of that ticket are displayed in the Configure > Ticketing > Tickets window.
Filtering Data
You can filter the data by field and view insights according to your selection.
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After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze tickets. You can set alerts for KPIs so that an email is triggered when a KPI reaches the specified limit.
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- Go to the Analytics tab and click Tickets.
View the following KPIs on the dashboard:
Field Description Ticket Created The number of tickets created. Ticket Closed The number of tickets closed. Resolution Time The average time taken to close a ticket. Ticket SLA Achieved Rate The rate at which the ticket service-level agreement (SLA) was achieved. Ticket SLA Exceeded Rate The number of tickets that exceed the SLA. SLA Exceeded Time Time - in median hours - by which the SLA was exceeded. - If you want to set an alert for a KPI, click the bell icon on the KPI.
- Specify when do you want to receive the alert and then click Set Alert.
Exploring Trends
The dashboard displays the following fields:
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