Ticketing widgets combined with Outcomes provide a dashboard close the loop system. The Tickets List Viewer and Single Ticket Viewers together let users interact with and follow up with current tickets and the Ticket Goal Widget and Tickets Trend Graph let users see their recent progress. Ticketing Widgets are intended to all show on the same page.
Tickets List Viewer
This will show list of all the tickets that are either assigned to an individual, the team, or all outstanding tickets (depending on the view selected). The user will see the ticket number, ticket name (this is determined in the Outcomes section in the Research Suite), ticket status, creation date, and priority. Users can also add additional columns to see owner name, role name, time updated at, and comments.
Single Ticket Viewer
This widget gives you greater detail about the ticket you have selected in the Ticket List Viewer. From this widget you can change and track the status of the ticket to open, in progress, or closed. Administrators have the ability to delete tickets or create custom ticket statuses.
Tickets Goal Widget
This widget enables users to see how many current open tickets are assigned to them and their team. It also allows administrators to set a ticketing goal and have users quickly see whether they are achieving that goal.
- Add a Tickets Goal widget
- Select a Metric of Open Count or Response Time
- Select whether to allow users to filter by their team
- Select Goal Level and Date Range if Metric is Resolution Time
Tickets Trend Graph
The Tickets Trend Graph allows the user to see how many open tickets they have and how they compare to team averages. Alternatively, you can customize this widget to show resolution time instead.