HD-Advanced: Ticket classification for even better insights

200x200_artBox3D_frontRight_Art13_HD.png [26kB png]

By using the function Ticket classification you can learn even more about your support. Which type of tickets do you handle? If, for example, user questions constitute a majority of the tickets, a training day might be needed.

Ticket classification is perfect to use for statistical purposes and by using the questions as selection or grouping in your reports, you can gain a lot of information about your support work.

The Ticket classification questions are only shown to the support staff and are not connected to any specific objects, which in turn mean they are always shown. You can make the classification questions compulsory and these will then have to be answered before the ticket is closed. In order to minimize the work you can set so that the most common answer is pre-selected. Changes are then only required for divergence.

Here you can learn more about HD-Advancecd >>