Tickets by Tech: Analyze your open tickets by tech

Hi everyone! For this week’s Gauges & Gadgets, we’ll be taking a look at “Tickets by Tech”! See our gadget from last week.

Platform: ConnectWise On-premise.

Tickets by Tech
This gadget shows you the open tickets specified by tech in a graphic chart. Each tech can easily see how many tickets they have.

Drilldown
Double click to do a drilldown and see a graphic chart of the open tickets by status for that specific tech. If you do another drilldown you will see a sortable grid of that ticket and by clicking on the ticket number you will be directed to the ticket within ConnectWise.

Customize!

Adjust this gadget to your liking by setting the parameters of the “Tickets by Tech”:

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.
Ticket types	‘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 subtypes	‘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	(checked) Does not calculate the priorities mentioned in the field above.
Exclude priorities	(unchecked) Calculates all the priorities mentioned in the field above.
Service type	All, Reactive or Proactive
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.
Teams	‘connectsmart – sales’ or ‘connectsmart – administration’ etc.
Exclude teams above	(checked) Does not calculate the teams mentioned in the field above.
Exclude teams above	(unchecked) Calculates all the teams there are in the field above.

 

What can I do with it?
As a manager, you can use this gadget to know how productive your service employees are and motivate the employees that have less open tickets to work on, or compliment the employees that have a lot of work (and still get it done).

Select this gadget in the “Service 1” pack with ConnectSMART Silver  or choose ConnectSMART Gold and get them all!

Related gadgets
Examples are: “Tickets Resolved by Tech“, “P1 Tickets“, “Tickets Past Due by Tech“, “Open Close Ratio“ and the “Average Resolution Time“ gadget.

This gadget can be bundled in a dashboard to acquire a total visual of the productivity of your individual techs and what their average resolution time is. This is a perfect tool to break down the stream of open tickets to a funnel till they are resolved and everything in between.

What do you bundle your “Tickets by Tech“ gadget with?

Next week we’ll be inspecting the “Tickets Past Due” gadget which will show the number of tickets in a single panel that have a past due “Date requested” or “Next date”. So make sure you tune in!

Until next week! GO- GO Gadget Rocket Booster!