Ticketing type reports generally contain the effectiveness of customer service operations when using ticket features based on data inputted into the CRM application. Here's the explanation:
1. New Ticket Daily
The report on the New Ticket Daily graph displays the daily volume of new tickets which serves to manage workloads effectively and identify trends in customer issues. In addition, users can see how many tickets were created based on the timestamp created, as well as obtain information on the data displayed each day.
For example:
A Customer Support Manager reviews the "New Ticket Daily" bar chart every morning to understand how many new tickets were created the previous day. If there is an unexpected spike, they can quickly reassign staff to ensure all tickets are handled.
2. Tickets by Stage
The report on the Tickets by Stage graph displays data on the percentage of tickets based on each stage in the selected flow (based on filters). In addition, the graph also helps identify bottlenecks and inefficiencies.
For example:
A Customer Support Manager monitors a large number of tickets stuck in the ‘In Progress’ stage for a specific date range (in this case, it could be 2 weeks ago, a month ago, etc.), as a result, they can understand if there are any tickets that are not resolved & investigate why they are not resolved to provide a solution to the problem.
3. Tickets by Priority Report
The Tickets by Priority chart report displays how many tickets are classified by ‘priority’, along with the total number of tickets and percentage for each priority category. This chart identifies how many critical issues occurred during a specific period and allocates resources accordingly.
For example:
A Customer Support Manager reviews the ‘Tickets by Priority’ pie chart to check the volume of tickets created under each priority. They can analyze and investigate the issue further for a long-term solution.
4. Tickets by Source Report
The Tickets by Source chart report displays data on how many tickets are classified by ‘source’, along with the total number of tickets and percentage for each priority category. This graph is intended to help users understand which channels customers use to submit tickets, so they can optimize support channels and improve customer service quality.
For example:
A Customer Support Manager is looking at the ‘Tickets by Source’ pie chart and sees that a large number of tickets are coming in via chat, while very few tickets are coming in via calls. They decide to increase the chat support team and consider whether to reallocate the call support team’s resources to other channels.
That is the explanation of the graphs in the Tickets Report.
