Ticketing Insights

the ticketing insights dashboard provides an overview of ticket activities, classifying tickets by type, initiation source, and recurring topics to enhance efficiency below are the key metrics and their definitions 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