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My Requests - Ticket details

  • March 12, 2024
  • 1 reply
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W

In the customer My Requests and Ticket details header, you see the Requester, Created and Last Activity.

How can I have the same list but with all the intermediate ticket statuses + timestamps included. Something like:

  • Created: Today at 17:00
  • Open: Today at 17:15 [15 min from previous status]
  • Pending: Today at 18:00 [45 min from previous status]
  • Closed: Today at 18:30 [30 min from previous status]

Total Ticket time: 1h30 [resolution time]

Or is there another automated way to let the customer retrieve this data since we are measured [SLA] on reaction-/response time ... elapsed time between Ticket status New and Open ....

Any idea how to do this?

Thanks for your reply

My best regards, Walter

 

    1 reply

    A

    Hello, @walter13

     

    I can see your post, I can give you my best. Please see below and follow the information.

     

    You can use a combination of automated ticketing systems and add-ons that provide detailed time tracking and status change logs. Here’s how you can achieve this:

    • Automated Ticketing System: Choose an automated ticketing system that supports custom workflows and can track the time spent on each ticket status. Systems like Zendesk, Jira Service Management, or HubSpot Ticketing System offer features that can help automate the process of tracking ticket statuses and timestamps.
    • Add-Ons for Time Tracking: Look for add-ons or plugins compatible with your ticketing system that specifically offer time tracking in statuses. For example, the “Status Time” app in Jira allows you to generate reports on how much time passed in each status, as well as status entry dates and status transition count.
    • Custom Notifications: Implement automations that send notifications to relevant parties whenever the status of a support ticket changes. This can provide real-time updates about the progress and status of the ticket, offering transparency throughout the support journey.
    • Workflow Configuration: Configure your ticketing system’s workflow to automatically log the time and status changes. This may involve setting up custom fields to capture timestamps and using automation rules to update these fields when a ticket moves from one status to another.
    • Reporting and Dashboards: Utilize the reporting and dashboard features of your ticketing system to create visual representations of the ticket lifecycle. This can include the time spent in each status and the total resolution time.
    • Customer Portal: If available, use a customer portal where customers can log in and view the status and history of their tickets, including all the timestamps and status changes.

     

    I hope my suggestion is helpful for you. If you any queries please tell me.

     

    Best Regard,
    Andrea Breaux
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