Hi everyone! For this week’s Gauges and Gadgets, we’ll be focusing on “Open Tickets Age”! See our gadget from last week.
Platform: ConnectWise On-premise.
Open Tickets Age
This gadget is a graphic bar chart that shows you the number of open tickets by status, location, business unit, board per whatever time you set the parameters to. For example if you set a parameter to “Over 3 weeks” it shows the open tickets that are older than that age for the previously set parameters (board, business unit, location etc)
Double click on a bar in the graphic chart to do a drilldown and see a sortable grid of the open tickets by the selected age bar. By clicking on the ticket number you will be directed to the ticket within ConnectWise.
Adjust this gadget to your liking by setting the parameters of the “Open Tickets Age”:
|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.|
|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.|
|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.|
|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.|
|Exclude child tickets||(checked) Does not take child tickets into account with the above named business units.|
|Exclude child tickets||(unchecked) Calculates all child tickets in mentioned business units above.|
|Division numbers||The number that accompanies the division time (3 can be 3 days, 3 weeks etcetera)|
|Division times||The times that are set for the times (for example days, weeks, months etcetera)|
|Division titles||The titles that further specify the division times (for example: current days, over 3 days, over 1 week etcetera)|
|Inclusion||Including the “end” or “start” time of the open tickets to be calculated in the gadget.|
What can I do with it?
You can use this gadget to acquire a detailed view of the open tickets age by categories for your service department. This information can be used to prioritize tickets of a certain age and get them resolved or closed sooner depending on the status. Furthermore, the gadget can be used as a tool to measure the service performance.
This gadget can be bundled in a dashboard to view the Open tickets not only by age, but also filter them down to service type, status and status by board. ultimately you can see the process from incoming tickets to the open tickets by agreement and you are able to analyze the support load within the companies’ agreements portfolio.
What do you bundle your “Open Tickets Age“ gadget with?
Next week we’ll be inspecting the “Tickets Not Assigned” gadget which will show you the ticket count of tickets that have not been assigned to a member yet. So make sure you tune in!
Until next week! GO- GO Gadget Helicopter!