Ticket Tool Dashboard

A ticket tool dashboard is essential for managing customer support problems. With it's data accessibility, lightweight framework, and machine learning capabilities, InetSoft's Style Intelligence is a perfect choice for building your ticket tool dashboard.

A common customer service issue is having a lot of customer support tickets to keep track of. These issues may contain common keywords like bill or payment, but often appear in the support ticket category. Using InetSoft's machine learning, they could train their system to learn the distinction between these words and between categories, and identify the regular patterns

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Creating An Effective Ticket Tool Dashboard

With Style Intelligence, support agents can have an intelligent ticket tool dashboard to automatically categorize tickets and provide a first suggestion. This speeds up the whole process of support. The algorithms give this suggestion for a level of accuracy, and then the machine learning algorithm directly adds words to tickets based on the predictive category for the next agent.

We're seeing the same trajectory in customer service with ticket classification, ticket routing, how to answer suggestions all the way to complete customer service dialogues. Like in the vehicle area, it doesn't have to be done in one giant leap. It can be done in concrete steps that provide value for customers in every step of the way.

chart from ticket tool dashboard
Metrics for Customer Ticket Tracking
  • Average Reply Time - How long does it take representatives to reply to customer inquiries? If the number is too high, then this could be an indicator that there is a problem with the product or there are not enough reps to handle the frequency of questions.
  • Average First Response Time - This is the message that lets customers know their inquiry has been seen and it will likely give them information on when they can expect a custom reply.
  • Time to Resolve - While communication is critical, it is important for representatives to handle and fix issues in a timely matter. Every situation is different, but if fix times are too long, then customers may seek services elsewhere.
  • First Contact Resolution Rate - This is the average occurrence of representatives that were able to solve the problem in the initial reply. This shows how effective representatives are in finding ways to communicate with customers and solve problems in one correspondence.
  • Replies Per Ticket - This metric is one of the best indicators of communications between representatives and customers. A significant amount of replies per ticket can reveal that representatives are not asking the best initial questions, or they may not be the most equipped to deal with the problems customers have. Something is getting lost in translation between both parties.
  • Customer Satisfaction - This is more of a broad measurement, but one that is very significant. Survey responses can give teams more information about the overall communication process.

dashboard demo
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Features of a Good Ticket Tool Dashboard

A Ticket Tool Dashboad has many features that allow you to stay organized and on top of things. The Ticket Tool Dashboard allows you to view all tickets in an easy-to-read format. It also lets you create custom dashboards for different projects and teams.

Manage Multiple Projects at Once

You can use the Ticket Tool Dashboard to manage multiple projects at once. This feature makes it easier to keep track of everything going on in your business. The Ticket Tool Dashboard allows you to create different dashboards for each project you work on. For example, if you're working on a website redesign, you could create one dashboard for the design process and another for the development phase. You can then add tasks to each dashboard and assign them to specific team members. If you want to see what other people are doing on a particular task, you can click on the task name to view the details.

See All Your Tickets in One Place

With the Ticket Tool Dashboard, you can see all your tickets in one place. Sort and filter by status. Drill into detail. Plus it's easy to view your ticket history, measure ticket handling performance by individual, and rank their effectiveness. The best way to avoid inefficiency is to allow users to perform tasks without having to log into a separate interface. For example, if you're using a ticketing system to manage customer service requests, you should be able to send emails from the same interface where customers submit tickets. If you're managing support cases, you should be able view case details from the same screen where you assign them.

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Customize Your Dashboard with Widgets

You can customize your dashboard by adding widgets. These widgets will display data from other tools within the Ticket Tool Dashboard. For example, you can use the widget to show how many tickets you have open at any given moment. If you're using a standard interface, you might not be getting the results you expect. You can customize your user interface to make it more effective by adding custom fields, changing colors, and creating new pages.

Establish Strong User Permissions

One of the biggest mistakes people make when setting up a ticketing system is failing to establish strong user permissions. This means that there's no one person who has access to every aspect of the process. Instead, each individual only has access to what they need to do their job well.

About InetSoft

Since 1996 InetSoft has been delivering easy, agile, and robust business intelligence software that makes it possible for organizations and solution providers of all sizes to deploy or embed full-featured business intelligence solutions. Application highlights include visually-compelling and interactive dashboards that ensure greater end-user adoption plus pixel-perfect report generation, scheduling, and bursting. InetSoft's patent pending Data Block™ technology enables productive reuse of queries and a unique capability for end-user defined data mashup.

This capability combined with efficient information access enabled by InetSoft's visual analysis technologies allows maximum self-service that benefits the average business user, the IT administrator, and the developer. InetSoft was rated #1 in Butler Analytics Business Analytics Yearbook, and InetSoft's BI solutions have been deployed at over 3,000 organizations worldwide, including 25% of Fortune 500 companies, spanning all types of industries.

Ticket Tool Dashboard Customers