Monitor problem-solving triage consistency, including documented troubleshooting processes and followed steps.
Keep track of important Service Level Agreement (SLA) metrics, Customer Satisfaction (CSAT) scores, and customer sentiment.
Monitor customer update frequency metrics, response intervals, any periods of inactivity and ticket states presented on timeline.
The current health of the ticket is expressed in three different moods
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The Ticket Health Score calculates various factors for each ticket in real-time. These factors include response time, customer satisfaction, issue resolution time, and important KPIs for overall ticket status.
The score provides support agents with an instant understanding of the ticket's health. Agents can view the mood face as well as the actual numerical score value for more detailed insights.
The timeline displays all status changes and idle time.
Issue Complexity Widget automatically assesses the complexity of support tickets using ticket data analysis or allows agents to rate complexity on a scale of 1-10.
Gain valuable insights into the complexity of customer issues, enabling efficient resource allocation and assigning more experienced engineers to handle complex problems.
Ticket IQ screenshots
TicketIQ pricing plans