Unresolved tickets refer to support tickets that have been created but are not yet fully addressed or closed. Typically, a ticket remains unresolved if it is in any of the following statuses:
Open: The ticket has been acknowledged, but work on resolving it has not started.
In Progress: The support team is actively working on resolving the ticket.
On Hold: The ticket is temporarily paused, often waiting for more information or a specific event before it can proceed.
Escalated: The issue has been passed to a higher-level support team or department for further assistance.
Unresolved tickets are important to monitor because they indicate ongoing issues that still require attention, and tracking them helps ensure that no customer's concern is left unattended.
You can click on theSwitch Chartoption to switch the graphical view of the reports. You can view the ticket's status as Open, In Progress, On Hold, and Escalated. The following are the graphs available for you to view:
Daily Unresolved Tickets: This graph shows the number of unresolved tickets daily, for example, Open, In Progress, On Hold, and Escalated.
Unresolved Tickets by Status: This graph categorizes unresolved tickets based on their current status, for example, Open, In Progress, On Hold, and Escalated.
Unresolved Tickets by Assignment: This graph shows how many unresolved tickets are assigned and unassigned to each agent or team.
Unresolved Tickets by Status and Month: This graph combines ticket statuses and monthly data, showing how the number of unresolved tickets in each status changes over the months.
Weekly Unresolved Tickets: This graph aggregates the data weekly, showing the number of unresolved tickets at the end of each week.
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 (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.
The Unresolved Tickets report features multiple columns that present key data attributes and metrics. This report tracks and analyzes tickets that are still open or pending resolution. The following table provides detailed descriptions of each column.
Column
Description
Name
Represents the identifier, such as the agent, team, or category.
Unresolved Tickets
The total number of tickets currently unresolved.
Avg Days Since Last Update
The average number of days since the tickets were last updated.
Escalated Tickets
The number of tickets that have been escalated.
In Progress Tickets
The number of tickets that agents are currently working on.
On Hold Tickets
The number of tickets that are on hold.
Open Tickets
The number of tickets that have been opened but are not yet actively being worked on or have not been placed on hold or escalated.
Avg Age of Tickets
All unresolved tickets' average age (in days).
The report provides both Table and Graph options, and you can choose how to view the data using atoggle button next to theData Range. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.
The available view options are:
Graph: Displays the data visually using graphs (e.g., bar charts, line graphs), allowing you to quickly identify trends and patterns in ticket updates, comments, resolutions, and other key metrics.
Graph and Table: Shows both the graphical representation and the detailed table simultaneously. This option helps you compare the visual trends with the exact numerical data, providing a complete report view.
Table: Displays the data in a tabular format, listing the values for each field (e.g., updates, comments, tickets resolved) in rows and columns. This option is useful for viewing detailed figures and performing data analysis.
toggle button next to the Data Range. The toggle button allows you to easily switch between these views, depending on how you prefer to analyze the data.