simple support ticket system

Support Monitoring Dashboard

Updated on : April 21, 2022

The support monitoring dashboard allows you to track the current status of support tickets. This dashboard represents the visualization data based on ticket stats and created tickets and helps to find the busiest time of the day by using the created tickets, agent replies, and customer replies over a time period. This data helps the support team to analyze the customer feedback and enhance the productivity of the company.

 

Overview statistics widget

The overview stats widget provides the following metrics:

MetricsDescription
Pending TicketsDisplays the total number of tickets that have not been closed.
Hold TicketsDisplays the total number of tickets in the hold status category.
Response OverdueDisplays the total number of tickets for which responses are overdue.
Resolution OverdueDisplays the total number of tickets whose resolution is overdue.

 

 

Selecting time period

You can check the ticket statistics and the created ticket details based on the time period by choosing any of the following values.

Relative dates

The following are the predefined relative date range:

  • Today
  • Yesterday
  • Last 7 Days

 

Time period for ticket statistics and ticket created widgets

 

Time period for busiest time of day widget

Applying filters

Filters are used to visualize the data in all the widgets to check the created ticket and busiest time of the day. For example, you can check the details of a particular category or brand alone during the specific time period.

 

Using brand filter

Use the brand dropdown list near the Date Range at the top-right corner to filter the result based on the selected brands. By default, the corresponding brand of the host value from the URL will be selected.

 

Using advanced filter

  1. Click the Filters options at the top-right corner. The filter panel opens.
  2. Choose the required condition and click Apply to refresh all the widgets resulting in the chosen conditions.

 

Note: The relation between the selected fields will be considered as “And” condition when the multiple fields are selected.

 

Ticket statistics widget

 

The ticket stats widget provides the following metrics:

MetricsDescription
Ticket CreatedDisplays the number of tickets created during the specific time period.
Ticket ClosedDisplays the number of tickets whose status is closed during the specific time period.
Replies by AgentDisplays the number of public responses updated by an agent during the specific time period, regardless of ticket creation time.
Replies by ContactDisplays the number of responses updated by the customer during the specific time period, regardless of ticket creation time.
Today’s Pending / Overdue (Response)Displays the total number of tickets for which responses are overdue.
Today’s Pending / Overdue (Resolution)Displays the total number of tickets for which resolution is overdue.

 

 

Ticket created widget

 

This widget displays the count of created tickets compared to each item of the selected group by ticket field during the specific time period.

Supported Group by Fields: Brand, Category, Status, Priority, Type, and Source

Supported Charts: Column Chart, Line Chart, and Grid View

 

 

Busiest time of day widget

 

This widget helps you to identify the busiest and idle time of the day based on the selected metrics during the specific time period.

Supported Group by: Ticket Created, Agent Reply, and Customer Reply

Supported Charts: Heat Map

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