Ticketing Insights
The Ticketing Insights dashboard provides an overview of ticket activities, classifying tickets by type, initiation source, and recurring topics to enhance efficiency.
Overview Metrics
Total Tickets Filed : The total count of tickets submitted within a selected timeframe.
Bot Initiated Tickets : The percentage of total tickets that were automatically generated by the AI Agent as part of the request triage or auto create.
User Initiated Tickets : The percentage of tickets created by users when the AI agent response wasn’t helpful.
Ticket Trends & Distribution Metrics
Ticket Filed Over Time : A time-series representation of the number of tickets filed across different months.
User vs Bot Initiated Tickets : A comparative breakdown of tickets generated by users versus those created by AI Agents
Request Type Classification : Categorizes tickets into key request types, such as Incident, Request, or Change.
Topic-Wise Classification of Tickets : Classification of tickets based on recurring issues such as software updates, hardware problems, login issues, or password resets.
How to Use This Data
Optimize Ticket Handling: Streamline support workflows by analyzing ticket trends.
Improve User Support: Address recurring topics effectively to enhance customer experience.