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Ticket Analysis Metric

Understand what types of tickets are being submitted to your help desk.

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Help Desk KPI Example - Ticket Analysis Metric

Overview

The Ticket Analysis visualization provides a breakdown of the different types of tickets being submitted to your help desk. Ticket categories may include ticket type, priority level, assigned agenty, and ticket source. This analysis is designed to uncover trends behind tickets being submitted. For example, if a high number of tickets submitted are marked "Questions," it may indicate the need to write an FAQ for your customers.

Success indicators

  • Reducing the number of tickets that can be answered by other means, such as documentation.

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