Recurring SLA violations are often a result of poor support processes, an inefficient vendor you are currently working with, a particular team or agent slacking off, and so on. With the Ticket Lifecycle Report, you now have an easy way to analyze these scenarios to determine the root cause of your support inefficiencies.
This report helps in analyzing the Resolved/Closed tickets in your helpdesk for a specific time period and makes it easy for you to identify potential issues that caused delays in resolution.
For example, it gives you a clear picture of scenarios like multiple reassignments, escalations within the group or SLA violations that got triggered because of a change in the group.
Additionally, the ticket lifecycle report also shows you the percentage of time tickets spent at each stage while they were open, without requiring your team to add time entries or log work manually.
How to use Ticket Lifecycle report
You can access this report by navigating to the Analytics tab on the left panel > Curated> Ticket Lifecycle
Use the Filter button on the top left of the report to select the tickets you want to analyze by using the following parameters: Time period, Customer, Source, Priority, Product, SLA violated, At least once in a Group, At least once in Agent and At least once in Status.
You have an option to view the total hours spent or the average hours spent in the report on the right top corner of the report.
Use the dropdown menu below the filter to select the category by which you want the tickets grouped, namely: Group, Type, Source, Priority, Product, and Custom fields. Please note that the custom text fields will not be available in the dropdown for the selection
The report will display the time spent on the tickets in the category you have selected. On clicking the bars in the graph, you can view the total number of tickets as well as the average time per ticket in that group.
You can further drill down to get the time spent on the tickets split in each status in the group by clicking on the respective bars in the graph.
The report also lets you drill down further to individual tickets of each Status in the group by clicking on the statuses.
Note: The time captured in the report only includes the time expended during the total business hours.