Agent Ticket Comments refer to the messages or notes an agent adds to a ticket in a customer service or issue-tracking system. These comments help document the progress, updates, or communication related to a specific customer query, task, or problem.
There are typically three types of ticket comments:
Public Comments:
Visible to everyone, including the client or external users.
Usually used to communicate directly with the customer.
Helps keep the client informed about the ticket's progress or resolution.
Private/Internal Comments:
Visible only within the organization or support team.
Used for internal discussions, sharing insights, or leaving notes for other team members.
Clients or external users cannot see these comments.
External Comments:
These comments are visible only to the specific client for whom a ticket has been raised. These comments are intended to keep the client informed about the status, progress, or resolution of the issue but are not visible to anyone outside the client or the organization managing the ticket.
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.
If there are no comments by the agent, those tickets won’t appear.
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 (e.g., "urgent," "billing," "bug").
Priorities: Filters tickets by priority levels (For example, "Low," "Medium," "High," "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 in tracking tickets that are nearing or exceeding service level agreements (SLAs). These filters help improve efficiency by providing a customized view of the tickets based on the specific criteria you choose.