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Plug-in for internal ticket evaluation

Kris Phipps March 14, 2024

We're looking for a utility that will allow us to internally evaluate and grade our JSM tickets.  Ideally managers will be able to review a selection of tickets from a given agent, and then evaluate those tickets for a number of metrics.  These evaluations would then be collated to aid with agent feedback. 

We're not looking for CSAT options.  Any thoughts on how to approach this?  3rd party add-ins or use of internal Jira components?

2 answers

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Kris Phipps March 25, 2024

We aren't so much looking to track customer satisfaction here, as we are to evaluate the quality of the service our agents provide.  We'd like to grade them on a number of metrics and produce a scorecard from that.  Closest thing on the marketplace I've seen is:

That app has the base functionality we're looking for.  But to really be helpful, the app would help us to narrow down the ticket selection process.  AI to evaluate the tone of our agent's writing would also be a plus.

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Stephen Wright _Elabor8_
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March 17, 2024

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