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Ticket Dashboard

Purpose of the Ticket Dashboard 

The purpose of the Ticket Dashboard is to allow the Management team to track and follow all tickets. This allows you to view information based on almost all Ticket details (ie. Type, Status, Managing Staff Member). You can also manage KPIs (Key Performance Indicators) and report on this to alter your operations to be more efficient in the future.

Where is this data from?

The Tickets listed here arise from Tickets under any given Client. You can find the total list of Tickets via the List Tickets screen. This can be found by clicking the Modules button on the top left and selecting Tickets

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How do I get to my Ticket Dashboard?

To navigate to your Ticket Dashboard, hover over the Dashboard icon in the top menu and click on Ticket Dashboard. Depending on your user permissions set by your Administrator, you may or may not have access to this dashboard.

Ticket Dashboard 5

There are four sections on this page that will provide further insight:

Tickets at Risk

Provides you with a view of tickets that are in need of action, whether they’ve gone stale or very stale, are of critical (red flagged tickets) or high (yellow flagged tickets) priority, unassigned, overdue, or even not invoiced for yet/unallocated.

Tickets at risk 2

  • Stale Tickets - the most recent activity is more than 7 days before today but less than 21 days before today.
    • Very Stale Tickets - the most recent activity is more than 21 days before today.
  • Critical Tickets - Where Priority is at its highest level - Defaults as "Extreme."
  • Unassigned Tickets - Tickets that do not have a Manager.
  • Overdue Tickets - Tickets that are past their due date.
  • Unallocated Work - Time that has not been billed throughout Tickets.

Quick Reports

Over any defined period of time, get a quick view of ticket stats filtered by Type, Manager, Status, Class, and Priority.

Quick Reports 2

Based on the past Month, two months, quarter or date range, you can see data on: 

  • Type - This is the Type of Issue it is
  • Manager - Manager of the Issue
  • Status - What status the Ticket is in
  • Class - What Class the ticket is in
  • Priority - What tier of priority a ticket is in

 

Ticket Volume

On a monthly basis, keep track of how many tickets were Submitted, Open, Due, Resolved, and Closed.

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  • Submitted: When the initial thread (Activity) began that lead to the creation of this Ticket
  • Opened: Day when the Ticket was created.
  • Due: When the Ticket was Due
  • Resolved: When the ticket was marked as Resolved
  • Closed: How many tickets were Closed

Performance

Analyze staff performance, or stats from a larger company-level, over any defined period of time. See how much time is spent on resolving tickets, how much has been resolved and how much has been billed to your client to better understand internal resourcing or how much time clients are taking up of your staff’s time.

Ticket Performance 1

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