The Ticket Creation section provides insights into how and when tickets are created.
Here's a breakdown of the key points mentioned:
Types of Ticket Creation:
Tickets can be created based on different types of interactions:
Inbound Interaction: When a customer contacts support, such as through a phone call, which results in a new ticket being generated.
Outbound Interaction: When support proactively reaches out to a customer, such as for scheduled maintenance, and a ticket is created for tracking.
Email or SMS: Tickets generated based on interactions through email or SMS communication.
Tracking Method:
The system automatically tracks the type of interaction (inbound, outbound, email, SMS) and generates tickets accordingly. Though the specific type of interaction isn't displayed directly on the ticket, the links between the interaction and the ticket are available for tracking.
Ticket Report Details:
The report includes graphs and charts, offering a granular view of ticket creation across different metrics:
By Day of the Week: Aggregates data based on the day of the week (e.g., all Mondays or Thursdays within the selected date range). This helps identify trends, such as whether there is a spike in ticket creation on specific days.
By Type of Interaction: This shows the number of tickets generated from inbound interactions, outbound interactions, emails, and SMS.
Unresolved Tickets:
The report also tracks how many tickets remain unresolved and how many have been resolved within the selected date range. This includes:
First Contact Resolution: A measure of how many tickets were resolved upon first contact.
Reopened Tickets: The number of tickets that were closed and later reopened.
Ticket Assignment:
The report can show how many tickets have not yet been assigned to an agent or team. This helps identify gaps in the workflow.
Use Case Insights:
The report can reveal trends, such as a higher volume of ticket creation on certain days (e.g., Thursday, possibly due to planned upgrades on weekends). This allows managers to adjust staffing or predict ticket spikes.
This section helps support teams understand ticket creation patterns and refine their processes for handling customer inquiries more efficiently.