Open Close Ratio: See open, closed and new tickets in a single view
Hi everyone! For this week’s Gauges and Gadgets, we’ll be focusing “Open Close Ratio”! See our gadget from last week.
Platform: ConnectWise On-premise.
Open Close Ratio
This gadget is a digital gauge that shows you the number of open tickets, closed tickets and new tickets in a single view. The Open Close ratio can be refreshed every second and onwards.
Drilldown
Double click to see a line chart with the number of open and resolved tickets by time. Double click on a line to drill down again to a sortable grid of those tickets and if you click on them it will directly link that ticket to the location in ConnectWise to further follow up on.
Drilldown 2
Customize it!
Adjust this gadget to your liking by setting the parameters of the “Open Close Ratio!”:
| 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. |
| Business units | ‘connectsmart’, etc. |
| Exclude business unit from above | (checked) Does not calculate the data of the mentioned business units from above. |
| Exclude business unit from above | (unchecked) Calculates all the data from the business units into the gadget. |
| 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. |
| Ticket type | ‘service’, ‘project’ etc. |
| Exclude ticket types above | (checked) Does not calculate the ticket types mentioned in the field above (in the results). |
| Exclude ticket types above | (unchecked) Calculates all ticket types mentioned in the field above. |
| Ticket subtype | ‘hardware’ or ‘software’ |
| Exclude ticket subtypes above | (checked) Does not calculate the ticket subtypes mentioned in the field above (in the results). |
| Exclude ticket subtypes above | (unchecked) Calculates all ticket subtypes mentioned in the field above. |
| Priority | (1 emergency response till 5 on hold ) |
| Exclude priorities above | (checked) Does not calculate the priorities mentioned in the field above (in the results). |
| Exclude priorities above | (unchecked) Calculates all priorities mentioned in the field above. |
| Number of times units | You can set a time period of 6 months prior (is -6). |
| Time units | Year, month, week or day. |
What can I do with it?
You can use this gadget to see the relationship between the open tickets, how many were closed during the same time period and how many new tickets have been added. This saves time of looking those numbers up separately and it is also a tool to track the service productivity over a period of time in order to set goals for the employees and measure them easily.
Select this gadget in the “Essentials” or “Service 1” pack with ConnectSMART Silver or choose ConnectSMART Gold and get them all!
Related gadgets:
Examples are: “Average Resolution Time”, “Average Time To Response”, “Average Resplan Time”, “Customer Responded“, “Open Tickets Age” and the “Tickets By Status” gadget.
This gadget can be bundled in a dashboard to acquire a detailed path of how much tickets have been resolved, are still open of new and how much time it will approximately take to resolve or close these tickets with the current factors that affect the resolution time (the tickets by status is a triage tool)
What do you bundle your “Open Close Ratio” gadget with?
Next week we’ll be inspecting the “PITA Clients” gadget which will show you which client per agreement costs your company the most money and time to service. So make sure you tune in!
Until next week! GO- GO Gadget Helicopter!
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