Ticket Reports

The Ticket Reports shows you an overview of your inboxes' KPIs. See trends in your ticket volume, including average and median time to completion, find out who your top requesters are, and review agent performance.

Ticketing admins, agents, and observers have permissions to view reports.

The Ticket Reports requires at least eight weeks of ticket data in order to effectively display trends.

If you want to see the data that these KPIs are based on, export your ticket history for the full dataset.

Report Types

Ticket reporting includes 4 types of reports: Overview, agents, deflections, and Ask Wrangle.

Overview:

Your report will have several inbox-wide metrics including:

• Ticket Volume (past 9 weeks)

• Top 5 Requesters (past week)

• Tickets Created (over 8-week average)

• Tickets Completed (over 8-week average)

• Average Ticket First Response Time (over 8-week average)

• Average Ticket First Completion Time (over 8-week average)

• Average Ticket Completion Time (over 8-week average)

• Median Ticket Completion Time (over 8-week average)

Additionally, if any of your inboxes has satisfaction surveys enabled, your report will also include these two metrics:

• Average Ticket Satisfaction Score (over 8-week average)

• Total Ticket Satisfaction Surveys Completed (over 8-week average)

Agents:

Your report will also include individual agent KPIs like:

Agent KPIs in the ticket report

• Top Agents by Tickets Completed (past week compared to 8-week average)

• Agent Average Completion Time (past week compared to 8-week average)

• Agent Median Completion Time (past week compared to 8-week average)

Deflections:

The Ticket Deflection section of the report shows summary data about recent deflection attempts from both AI ticket deflection and Smart Replies, including:

A summary of recent ticket deflection attempts

• Tickets Confirmed Deflected (over 8-week average)

• Total Ticket Deflections (over 8-week average)

• Tickets Created (over 8-week average)

Ask Wrangle:

If you don't see a specific metric you're interested in within the default reports, you can Ask Wrangle a question about your tickets using natural language:

Click one of the example questions, or write your own

Wrangle's AI powered reporting engine will analyze your tickets and provide you with a response, and link to view tickets that were used to generate the response.

After you receive an answer, you'll be able to rate whether or not the response was helpful; ratings help Wrangle to improve your reports over time. Click the thumbs up or thumbs down buttons to submit your feedback:

Use the inbox filter to select specific inboxes to use for reports, or leave it empty to ask questions about all inboxes.

Users can Ask Wrangle about tickets within inboxes where they have a role of Observer or higher.

Ask Wrangle is part of our Scale Plan. If you're a current Pro customer and interested in taking it for a spin, contact us at [email protected].

Ticket report filters

By default the ticket report shows data for the past nine weeks across all inboxes, tags, and workspaces. You can use the following filters to customize the report:

• Date Range - Select a specific date range rather than rolling 9-week totals

• Inbox - Drill down into one or more specific inboxes

• Tags - Select one or more tags to view topic-specific trends

• Priority - Filter your reports down to the priorities you want to analyze.

• Workspaces - Drill down into data for specific Slack Connect workspace (for customer support inboxes only)