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.
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.
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.
There are four sections on this page that will provide further insight:
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.
Over any defined period of time, get a quick view of ticket stats filtered by Type, Manager, Status, Class, and Priority.
Based on the past Month, two months, quarter or date range, you can see data on:
On a monthly basis, keep track of how many tickets were Submitted, Open, Due, Resolved, and Closed.
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.