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. A deeper analysis with this report as the basis can give you a clear picture of scenarios like multiple reassignments, escalations within the group or how SLAs were violated because of a change in group.
Additionally, the Ticket Lifecycle Report can also give you the time tickets spent at each stage while they were open using the 'Group by' option, without requiring your team to add time entries or log work manually.
How to use the Ticket Lifecycle Report:
This report will give you the total time and average time spent by tickets split across Type, Source, Priority, Agent, Group, & Product as widgets
Use the Filter button to filter by any default or custom fields for a specific date range
These widgets will display the time spent by the tickets in the category you have selected. On clicking on the widget, you can drill-down these ticket using the 'Show tabular data' accordion
You can further drill-down to get the time spent by the tickets split by any property using the 'Group by' option in the widget configure pane
Note: The time captured in the report only includes the time expended during the total business hours.