Support Team Time Effort Analysis
- Iryna Komarnitska
- Yuliia Borivets
- Mariana Pryshlyak (Unlicensed)
- Yuliia Shcherbyna
📝 Context: Support managers need to ensure quick resolution of customer queries and meet their needs efficiently. To achieve this, they require insights into how time is spent on customer communication and issue resolution. |
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🤔 User Problem: Support managers lack a comprehensive view of how time is allocated across different statuses in the ticketing process. They need to identify bottlenecks, understand where delays occur, and analyze the number of transitions between statuses to optimize their workflow and improve service efficiency. |
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Time in Status reports can help to gather the information and interpret the following data:
How effectively is the time spent communicating with customers?
How long does it take to solve an issue (from the initial status to the closing)?
Where are the postponements in the ticketing process?
Let’s use two reports: Time in Status and Transition Count. Thus, you can combine the data of both reports in a single document and evaluate the dynamics fully.
Time in Status report
Select the Time in Status report and the appropriate project.
Choose the required date range (e.g. 3 last months).
3. Export the report to a file.
So you will get a detailed view of the time values which the support issues were spent in each status of the workflow. This report helps to overview the statuses where we have time overlimit, and where our bottlenecks occur.
Transition Count report allows getting the number of times an issue has passed from one status to another.
You can export this report and combine the data of both reports in a single document to evaluate the dynamics fully.
📈 Outcomes:
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If you need help or want to ask questions, please contact SaaSJet Support or email us at support@saasjet.atlassian.net
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