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Internal Tickets Analytics Dashboard

Dashboard is the first screen in our analytics, here you can see the zoomed out analytics of your organization’s internal tickets. Things such as, number of tickets created, how fast you respond to tickets, and just overall progress on the specified date range.

Our Analytics Dashboard has three main components:

  • Sumary
  • All Ticket Events
  • Ticket Event Transitions

Summary

First thing in the dashboard is quick summary on last week’s tickets. Here you can see Tickers that were opened, created, completed, rejected & time to complete. These stats are compared to the stats of previous week to see the performance changes in the team.

All Ticket Events

Jetdocs keeps track of 5 major ticket events. They are Created, Completed, First approval, Rejected, Cancelled.

Created: Ticket Created metric simply measures the total number of tickets created in the entire organization in the selected date range.

Completed: Ticket Completed metric measures the total number of tickets completed in the entire organization in the selected date range.

First Approval: First Approval is tracking how long from when a ticket is submitted to the first action on that ticket as part of that workflow or approval steps.

Rejected: Ticket Rejected metric measures the total number of tickets that were submitted but rejected by the person who reviewed them in the entire organization in the selected date range.

Cancelled: This indicates tickets that were created but later cancelled by the individual who submitted the ticket.

Ticket Event Transitions

We have five main graphs for this as well, Ticket Event Transitions essentially measures the time it takes for the actions to happen in your workspace.

Create to Complete: The time it takes for a ticket to go through all of its approval processes and be fully completed.

Create to First Approval: The time it takes from when a ticket is first created to the first request in the ticket being approved.

Create to Assign (Queue): This is for general queue tickets only, here we measure how long does it take general tickets before it is taken by someone to solve them.

Assign to Complete (Queue): This is for general queue tickets only, here we measure once someone assigns the ticket to themselves, how long do they take to complete the ticket.

Create to Complete (Queue): Similar to the first one, this is the time it takes for a ticket to go through all of its approval processes and be fully completed, however, this is measured for general queue tickets.