This template provides an overview of ticket management and also helps analyze the distribution of tickets raised by customers, both internal (employees) and external, for the chosen period. These insights can help understand areas of service that can be improved, and also help gauge the performance of automated task management. Insights included in this auto-generated report are based on the ticket volume, resolution time, and ticket backlogs. These enable Senior Management to effectively analyze key areas of focus, product performance and also help ensure speedy resolution of tickets. Getting this right is important for customer satisfaction.
Intended audience: This report provides an overview of ticket management within the company for C-suite leaders such as COO, CIO, CTO, VP-CRM/IT Operations, and Customer Officer.
Focus metrics: Ticket Volume, Resolution Rate, Average Resolution Time, Time to Resolution, Ticket Backlog, Carried Forward Tickets
When to use: This template can be used periodically to track the volume of tickets raised by customers (priority-wise) and to analyze time to resolution.
The template supports visual dashboards with relevant analytics written in natural-language summaries to provide data-driven insights for your team.
To use this template, simply download it, connect/upload your data to the dashboard, and run the report. Start by exploring our auto-generated business analytics and create a report effortlessly in a matter of minutes. The template gives you the flexibility to customize and add comments, analysis, and insights as per your needs if required.