Ticket Overview

LimeChat’s Ticket Overview provides a detailed breakdown of ticket distribution and statuses, helping teams monitor and optimize support operations.

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Introduction

The Ticket Overview section provides detailed information about the distribution and status of tickets during the selected timeframe. This section includes the following metrics:

1. Total Tickets

   • The total number of tickets created within the selected timeframe. A ticket is created when a customer sends a new inbound message or responds to an outbound message sent by the company.

2. Marketing-Led Tickets

   • The total number of tickets created when users replied to campaign messages within the selected timeframe.

3. Customer-Initiated Tickets

   • The total number of tickets initiated by customers within the selected timeframe.

4. Active with Bot

   • The number of tickets currently assigned to the Bot.

5. Active with Agents

   • The number of tickets in an open state that are currently assigned to agents.

6. Resolved

   • The number of tickets currently in the "Resolved" state and waiting to be closed.

7. Closed

   • The total number of tickets in the "Closed" state within the selected timeframe.

8. Follow-up

   • The number of tickets currently in the "Follow-up" state as assigned by agents.

9. Waiting

   • The number of tickets currently in the "Waiting" state as assigned by agents.

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Agent Ticket States

The Agent Ticket States feature provides a graphical representation of ticket trends over a given time period. Users can apply filters to customize the view and analyze specific data points.

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Agent Handoff Trend

The Agent Handoff Trend graph provides insights into the interaction between bots and agents. This visualization displays the number of tickets handled by bots and the frequency of handoffs to agents.

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Report Download

The Analytics Page also includes an option to download a comprehensive report. This report consists of all raw data associated with tickets within the selected timeframe.

• Export detailed raw data for offline analysis.

• Customizable timeframe to focus on specific periods.

• Format: CSV or Excel for compatibility with most analytics tools.

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Usage Tips

• Regularly monitor the Ticket Overview metrics to stay updated on ticket statuses and workflows.

• Use the Agent Ticket States graph to identify trends and patterns over time.

• Leverage the Agent Handoff Trend insights to enhance bot workflows and reduce manual interventions.

• Download and analyze raw data reports to gain deeper insights and generate custom analytics.

This Analytics Page is a central hub for monitoring ticket performance and optimizing customer support operations.

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FAQ'S

How are Total Tickets calculated?

Total Tickets include all tickets created within the selected timeframe, whether initiated by customers, generated by marketing campaigns, or triggered by outbound messages.

How does the Agent Handoff Trend help improve support efficiency?

This graph shows how many tickets are handled by bots vs. handed over to agents, enabling teams to optimize bot workflows and reduce manual workload.

Can I filter the ticket data to focus on specific timeframes?

Yes, users can apply custom date filters to analyze ticket performance over specific periods.

What are the benefits of analyzing raw ticket data?

• Identify trends in customer issues and resolution times.

• Monitor agent performance and workload distribution.

• Optimize bot workflows to reduce unnecessary agent handoff

Can I customize the analytics to focus on specific data points?

Yes, the platform allows custom filtering and segmentation based on ticket type, agent activity, and resolution status.