Introduction

Our App offers a comprehensive analysis to help businesses identify bottlenecks in their ticketing system. With a seamless integration that requires no API keys or additional configurations, you're presented with actionable insights.

Concepts and Metrics

Static Attributes:

Static attributes are unchanging characteristics of a ticket. These include:

Agent handling the ticket.
Priority level.
Channel of communication.
Brand associated with the ticket.
Group associated with the ticket.
And more.

Dynamic Fields:

Unlike static attributes, dynamic fields represent ticket characteristics that can change over time. In Zendesk, the primary dynamic field is the state of the ticket (e.g., New, Open, Closed).

Metrics:

Our app focuses on the following four core metrics:

Inflow: Represents the number of tickets that have entered the system.
Outflow: Denotes the number of tickets that have been closed or resolved.
Wait Time: Measures the duration a ticket takes from when it's opened until it's closed.
Outstanding: The count of tickets that remain open.