Tickets Not Assigned: Don’t let any ticket go unassigned
Hi everyone! For this week’s Gauges & Gadgets, we’ll be focusing on “Tickets Not Assigned”! See our gadget from last week.
Platform: ConnectWise On-premise.
Tickets Not Assigned
This gadget is shows you the ticket count of tickets with a status that is not “Completed” and not “Child Ticket” that has not been assigned to a member yet in a digital gauge panel.
Drilldown
Double click to do a drilldown and see a sortable grid of the open tickets that have not been assigned yet. 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 Not Assigned”:
| Parameter: | Example: |
| 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. |
| 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. |
| 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. |
| 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. |
| Service type | All, Reactive or Proactive |
| 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. |
| 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 ) |
What can I do with it?
You can use this gadget to acquire a view of the open tickets that don’t have the status of “completed” or “Not Child Ticket” and use this to get those tickets assigned to a member of a team to start the process of resolving it.
Select this gadget in the “Service 3” pack with ConnectSMART Silver or choose ConnectSMART Gold and get them all!
Related gadgets
Examples are: “Tickets Not Responded“, “Tickets No Resplan“, “Tickets Not Acknowledged“, “Orphaned Tickets“, “Most Neglected Ticket“ and the “Missing Ticket Data“ gadget.
This gadget can be bundled in a dashboard to get a visual oversight of all the tickets that need to be addressed, assigned, responded too, miss data, are an orphan or have been neglected for a very long time (as been set in the parameter). This allows your service department to have a constant watch of the key metrics that make sure the flow of tickets becomes streamlined and that no one loses track of their tickets.
What do you bundle your “Tickets Not Assigned” gadget with?
Next week we’ll be inspecting the “Open Tickets by Company” gadget which will show you the amount of open agreements sorted by client. So make sure you tune in!
Until next week! GO- GO Gadget Helicopter!
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