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Idle Tickets by Status: Easily prioritize your idle tickets

Hi everyone! This week Inspector Gadget we’ll be focusing on the GO-GO Gadget……”Idle Tickets by Status and Board”! See our gadget from last week.

Platform: ConnectWise On-premise.

Idle Tickets by Status and Board
This gadget can be used to prioritize the idle tickets by status and board to get a clear view of where the most idle tickets come from and proactively work that number down.

Adjust this gadget to your liking by setting the parameters of the “Idle Tickets by Status and Board”:

 Parameter:  Example:
 Boards  ‘connectsmart – helpdesk’ etc.
 Exclude boards above  (checked) Does not calculate the boards mentioned in the field above.
 Exclude boards above  (unchecked) Calculates all the boards there are in the field above.
 Locations  New York, Hollywood  etc.
 Exclude locations above  (checked) Does not calculate the locations mentioned in the field above.
 Exclude locations above  (unchecked) Calculates all locations there are in the field above.
 Ticket status  ‘assigned’, ‘scheduled’, ‘closed’ for example
 Exclude status from above  (checked)  Does not calculate the data from the above mentioned ticket statuses.
 Exclude status from above  (unchecked) Calculates all the data from the above named statuses into the gadget.
 Idle hours  Business hours or 24 hours
 Hours required to be considered as idle  The number of hours before a ticket is declared idle (10 for example)
 Idle type  By time, by status or both


What can I do with it?
You can use this gadget can be used to get a broader view of the idle tickets spread by status and board. The service department can assign their goals and activities according to the number of tickets each status has to drive the number of tickets down to zero.

Select this gadget in the “Service 2” pack with ConnectSMART Silver  or choose ConnectSMART Gold and get them all!


Related gadgets
Examples are: “Open Tickets Status”, “Ticket Trends” and “Tickets By Status” gadget.

This gadget bundled in a dashboard will show you the trend of all the tickets overall, if the number of idle tickets is high compared to the open tickets and the user can see which board has the most work in tickets to do compared to other boards and statuses.

What do you bundle your “Idle Tickets By Status And Board” gadget with?

Next week we’ll be inspecting the “Billable Utilization Trend” gadget which displays the billable percentage trend to measure productivity. So make sure you tune in!

Until next week! GO- GO Gadget Rocket Booster!

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