The Helpdesk Analytics module provides valuable insights into internal ticket management within the organization. It enables admins and support agents to monitor ticket volume, resolution time, and service efficiency across departments such as HR, Payroll, IT, and more.
Navigation Path
Control Panel → Analytics → Helpdesk
Upon navigating to this section, you’ll find two main reports:
- Ticket List
- Resolution
1. Ticket List Report
Purpose:
Displays all tickets raised within the organization, including key details such as category, assigned agents, priority, and current status.
Features:
- Filter by Helpdesk Category: e.g., Payroll, HR, Finance
- Filter by Assignee: See all tickets assigned to a specific support team member (e.g., Divya Jain)
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Status Tracking:
- Open
- Answered
- Resolved
- Priority Tracking: View tickets based on their urgency level (e.g., High, Medium, Low)
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Date Filters:
- Filter tickets raised within a specific date range
- Identify tickets unresolved or unanswered for a certain number of days
- Export: Download ticket data in CSV format
Ticket Details View:
- Click on the ticket subject to open its full details.
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Admins can:
- View message history
- Respond with canned replies or custom responses
- Attach files
- Add internal notes
- Update ticket status
2. Resolution Report
Purpose:
Provides insight into how efficiently tickets are resolved.
Features:
-
Shows:
- Resolution Days: Time taken to resolve each ticket
- Resolution Date: When the ticket was closed
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Filter by:
- Date range
- Ticket priority
- Ticket status (e.g., resolved, pending)
- Export: Download resolution data in CSV format
- Click on the ticket subject to view full resolution history and responses
Benefits of Helpdesk Analytics
| Feature | Benefit |
|---|---|
| Centralized Ticket View | Easily monitor all raised tickets and actions taken |
| Resolution Tracking | Improve SLA adherence by tracking time-to-resolution |
| Detailed Filtering | Pinpoint bottlenecks based on category, status, or agent |
| Exportable Reports | Download and share data for audits and team reviews |
| Proactive Management | Quickly address long-pending or high-priority issues |
Pro Tips
- Regularly monitor the "unresolved" and "unanswered" filters to prevent service delays.
- Use resolution time data to evaluate team performance and optimize resource allocation.
- Encourage agents to update internal notes to maintain transparent communication trails.