simple support ticket system

Support Traffic Dashboard

Updated on : April 21, 2022

The Support Traffic Dashboard is used for tracking and analyzing the inflow of tickets over time. The dashboard represents visualization data based on created tickets and compares created tickets vs closed time periods. These metrics can also be obtained by grouping brand, category, status, priority, source, type, and time (i.e., hour, date, month, and year).

The dashboard provides a summarized view of the activities done on the tickets. This helps the support team to enhance customer satisfaction and concentrate on their tasks effectively.

 

Selecting time period

 

You can check the inflow of the tickets based on the time period by choosing any of the following values. The data range will be applicable globally for all widgets.

Relative dates

The following are the predefined relative date ranges:

  • Today
  • Yesterday
  • This week
  • Last week
  • This month
  • Last month
  • Last 60 days
  • Last 90 days
  • This year

Custom range

You can use the custom date range option to select any date range that does not match the predefined relative date range values. By default, the custom date range of 31 days (including the current date) will be selected.

 

Applying filters

 

Filters are more useful to visualize the data in all widgets to check the inflow of the created and closed tickets. For example, you can check the inflow details of particular category or brand alone during a 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 based on 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 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 ReopenedDisplays the number of tickets created during the specific time period and are reopened at least once. The ticket status changed from Solved or Closed to any other status (i.e., not Solved to Closed and Closed to Solved).
Ticket PendingDisplays the number of tickets that are not closed and are created during the specific time period.
Ticket ClosedDisplays the number of tickets with closed status during the specific time period.
Replies by ContactDisplays the number of responses updated by the customer during the specific time period, regardless of ticket creation time.
Replies by AgentDisplays the number of public responses updated by an agent during the specific time period, regardless of ticket creation time.

Ticket created widget

 

This widget displays the count of created tickets based on the selected group by ticket field in the required chart type during the specific time period.

Supported Group by Fields: Status, Priority, and Source

Supported Charts: Pie Chart, Doughnut Chart, Pyramid Chart, Funnel Chart, and Grid View

 

Ticket created widget

 

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

Group by Fields: Brand, Category, and Type

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

 

Ticket created vs closed widget

 

This widget displays the comparison between the total ticket created count and the total ticket closed count of each item of the selected group by ticket field during the specific time period.

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

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

 

Ticket created vs Closed widget (across time)

 

This widget displays the comparison between the total ticket created count and the total ticket closed count across time (i.e., Hour, Date, Month, and Year).

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

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