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Overview About Ticket Conversation Report

Updated on : September 7, 2022

The ticket conversation report helps you track and analyze the conversations made in the tickets. Using this report, you can gain insights into the conversation between the customers and the agents. It is an efficient way of viewing the conversations.

You can view the statistics as, the number of unique tickets, unique agents, unique contacts involved, agent updates, and contact updates.

The ticket conversation report can be opened from the reports module

Ticket Conversation Report
Ticket Conversation Report

The ticket conversation report consists of the count-related statistics widgets and a detailed feedback view.

Count-related Statistics Widget View
Count-related Statistics Widget View

Filters

Various filters available in the ticket conversation report are explained as follows:

BrandFilters data based on the selected brand.
Date RangeFilters data based on the selected date range on which conversation was created.
Message TypeFilters data based on message type  (Public message, private note, or public notes.)
Updated ByFilters data based on the person who has updated the conversation.
Updated By User TypeFilters data based on the updated user type( Agent or customer).
Ticket CategoryFilters data based on the ticket category.
Message FlagFilters data based on a message flag.
Ticket IDFilters data based on the ticket ID in which the conversation is made.
Various Filters View
Various Filters View

Actionable items

The ticket conversation report supports the following two actions:

  • Adding a private note to a ticket
  • Adding tags to a ticket

To add a private note or tag, select a conversation and choose the appropriate action near the specific contact.

Note: Support managers or leads can quickly add a note or tag a ticket for further review by an agent, without opening a ticket.

Adding Notes and Updating Tags Options
Adding Notes and Updating Tags Options

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