Tickets

Scup Educate

The Social Scup Tickets module is the place where you can manage your operation and interact with users who need service.

Each ticket in Tickets corresponds to a service case, and a ticket can group together several messages exchanged between the user and the company to solve a single problem. All interactions with customers are recorded and you can follow the results of the service request in the Scup Social reports, which will help you  understand your service requests and performance.

See below what data is generated in the reports which are automatically created by Social Scup:

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In this panel, you will find 3 rectangles that show:

1) The quantity of new tickets created and resolved.

2) Indicators regarding the average 1st response time for the ticket and the elapsed time for a ticket to be identified and opened. Also, when you hover the cursor over this rectangle, you can also see the response time in averages and in quartiles.

3) The percentage that is configured into the  SLA Configurations, set in Configurations > Tickets. To see the absolute number of tickets, simply hover over the rectangle.

Important: The option to choose between total time and running time, in the upper right corner of the chart above, changes all data in this sub menu. If you choose the Total Time option, you will see total time reports and statistics. If you choose Running Time, the reports and statistics will take into account the operation time of the service request. This time can be set in Configurations > Tickets.

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In the above chart, you can track how many tickets were opened and how many were resolved on the date chosen in Display Period.

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The ticket average time bar shows the process in detail. The graph calculates, in minutes, all the phases through which the ticket advances. From the creation of the ticket to its resolution and closure. Thus, it’s possible to analyse which steps in the process are taking more time and create targeted actions to make your service more efficient.

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To more closely analyse the time spent in each phase of the case, you have three insights in this graph: first response time, ticket opening and resolution.

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Using the tag classification in the tickets, it’s possible to understand which subjects are generating more service requests. The graph above shows which were the top five tags applied.

By clicking on the box above the chart you can select different insights: New tickets, tickets resolved, 1st response average time or average resolution time.

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To measure the performance of your service team, the Employees graph shows a table of the names of the employees who are involved in the project and their relationship to the tickets.

By clicking on the box above the table you can see the number of tickets that each employee created, the open tickets assigned to each one and how many were solved by them.

In addition to being able to see the graphs inside the tool, you can also create a PDF version of your reports. For this, just click on Printable Version at the top of the page.

If you still have questions, contact us at support@scup.com