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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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  1. Go to the Analytics tab and click Tickets.
  2. View the following KPIs on the dashboard:

    FieldDescription
    Ticket CreatedThe number of tickets created.
    Ticket ClosedThe number of tickets closed.
    Resolution TimeThe average time taken to close a ticket.
    Ticket SLA Achieved RateThe rate at which the ticket service-level agreement (SLA) was achieved.
    Ticket SLA Exceeded RateThe number of tickets that exceed the SLA.
    SLA Exceeded TimeTime - in median hours - by which the SLA was exceeded.


  3. If you want to set an alert for a KPI, click the bell icon on the KPI.
  4. 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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