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Notification

Serge proTUNING Freaks

I am wondering if there is a way to set up a dashboard that allows me to monitor all active tickets that are being dealt with in a single day.

Waiting for customer bucket is filled with ALL open tickets. Is there a way that we can create a queue that will duplicate tickets that are being dealt with in a single day and send them to that specific bucket.

We are trying to closely monitor each response from our team members to improve the quality of our support team, and I am just looking for a way to make things more efficient.

Accepted answers

Jack Brickey

This is sort of a process question. Let me explain. Let’s say that your workflow is basically waiting for support > resolved excluding the exception cases of waiting for customer, etc. So the question becomes how do you differentiate between things actually being worked on from those simply in the waiting for support status. One way is to use assignee this would say that if an issue was assigned it is being worked on. Now that obviously isn’t always accurate. So maybe you consider adding another status of In progress. In this scenario an agent moves an issue to In progress once he or she begins working on it. In this situation you should have the agent move it back to waiting for support if they stop working on it. This might allow you to better assess what issues are being worked on on a daily basis. The other option is to require logging time on issues that are being worked. Obviously this can become fairly time-consuming and tedious so you need to make sure that’s the path you would want to consider.

if I’m off track here in what your goal is please let me know.

All comments

Jack Brickey

if I’m off track here in what your goal is please let me know.

John Funk

Hi @Serge proTUNING Freaks ,

One way to do this might be by creating a dashboard with an activity stream gadget based on the project. That would show you all activity that is happening on the project, and you can scroll through at your leisure versus getting tons of emails.

Serge proTUNING Freaks

Hi Jack,

Thanks for the feedback. As it stands now, all of our support tickets are mainly going from 'waiting on customer' to waiting on the assignee. I get in the morning and assign tickets to each team member, this way the main queue is mainly empty. If the assignees put the ticket in progress, then I still won't get an easy way of getting notified if there has been a new message in the thread.

Ideally, what would work for me best is having a few queues for each team member. For instance, I have a 'waiting on Serge' bucket. These are all the tickets that have been assigned from the main queue into my personal one. Now I would like to add a "waiting on Serge's customers" bucket, if that's possible, instead of all of the responses going to 'waiting on customer' main queue. I hope that makes more sense. And if I can throw another curveball in there, at 5pm when the day is over, all of this can reset back to normal. What I mean by that is all of the responses that are waiting on Serge's customers would go into the main waiting on customer queue. This way there is no build up over time, and each day is monitored individually, even if the same support tickets are coming back the next day.

Serge

Jack Brickey

Based on what you have stated here's what I would do. I would use the currentuser() function rather than have specific queues per agent simply because if you have a lot of agents the queue list is going to get unnecessarily cluttered.

Assigned to me >> assignee = currentuser() and resolution = unresolved and status != "waiting on customer"

Waiting on my customer >> assignee = currentuser() and resolution = unresolved and status = "waiting on customer"

Now if you wanted to reset things at the end of the day that would require automation. For example you could run a schedule automation daily at 5 PM and depending on how you define resetting things you might clear the assignee field.

Serge proTUNING Freaks

I will give this a try and see how this goes. I truly appreciate the help, Jack.

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