Viewing Service Tickets
Symphona Serve empowers you to efficiently view, track, and manage your Service Tickets with ease. Whether you're monitoring ongoing issues, reviewing ticket history, or taking action on service requests, this guide will walk you through the essential tools and features available. By the end of this article, you'll have a clear understanding of how to navigate, organize, and optimize your service ticket workflow for seamless issue resolution.
Service Tickets
Serve allows you to quickly filter and locate tickets based on status, creation date, priority, and other criteria. You can access detailed ticket views to review issue descriptions, linked items, and activity for better tracking and management.
Navigate to Serve > Service Tickets.
View Tickets
- Under the tickets view, you are able to search for tickets, find tickets using various filters:
- Ticket Type
- Status
- Priority
- Assignee
- Due Date
- Created On
- Source
- Flow Process Name
- Flow Process Tag
- Converse Agent Name
- Converse Agent Tag
- Manually Created Tickets
- Pressing on a Ticket Name opens a sidebar with all the information on the ticket selected. Here you are able to view all generic ticket specific information: Description, attachments, status, priority, etc…
- Further down, you will find the Additional Fields section. Here you will find all Ticket Type information gathered for that unique ticket. These fields are specific to the type of ticket it is.
- Linked Items are all tickets, tasks, processes, etc… related to the ticket created. You can also view Parent and Child tickets here.
- Activity shows all comments, updates, and progress made for each ticket. Essentially a posting board for everything done to complete the ticket.
Service Ticket Details View
The Service Ticket Details View in Symphona provides comprehensive information about a specific customer request or issue. This page allows you to review all essential details, view related items, and track activities associated with resolving the service ticket.
User’s can also find more detailed information for each service ticket.
To enter a detailed view for a service ticket, select a ticket and wait for the sidebar to open. At the top of the sidebar, press the View Full Ticket button.
Ticket Details
At the top of the page, you'll find key identifiers for the ticket:
- Ticket Name: Clearly indicates the issue or request type.
- Ticket ID: A unique identifier automatically generated for tracking and reference.
Description
This area provides detailed context about the customer's request or issue, typically captured during ticket creation. The description helps clearly understand the customer's needs or problem to address.
Attachments
This section displays any files or documents attached to the ticket:
- Click Attach File if you need to add relevant files.
- Press the ↓ download button to download all attachments related to this ticket.
Attachments often include screenshots, emails, or other supporting documents that help in resolving the issue.
Linked Items
The "Linked Items" section lists related processes, tasks, or tickets connected to the current service ticket:
- Related: Displays items such as other support requests or automated workflows linked to the current ticket.
- Clicking a linked item provides additional context or history, enabling you to better understand interconnected tasks or issues.
Activity
The "Activity" section tracks comments, updates, or actions performed on the ticket:
- Comment: A space for team members to add comments or notes. Comments are useful for updating team members on progress or additional insights.
- Show (All Activity): Allows filtering the displayed activity, such as viewing only comments or system actions.
- Activities: Displays all ticket and task history as well as ticket and task comments.
Activity logs help maintain clear communication and track ticket progress.
Ticket Task Summary
Located on the right sidebar, this quick reference shows:
- Ticket Tasks: Shows total tasks related to the ticket and their completion status.
- Clicking "View All Tasks" opens the Ticket Tasks tab with a filter set to the current ticket .
Details
The "Details" section lists important ticket-related information:
- Priority: Indicates urgency (e.g., High, Medium, Low).
- Ticket Tasks: Quick reference for associated tasks.
- Assignee: Shows who is responsible for resolving the ticket.
- Due Date: The expected resolution date.
- Resolved On: When the ticket was marked resolved.
- Created On: Timestamp showing when the ticket was originally created.
- Created By: Who or what process initially generated the ticket.
- Assigned By: Indicates the individual or process responsible for assigning the ticket.
This section helps quickly identify the responsible parties and resolution timelines.
Additional Fields
Additional Fields capture custom data specific to each ticket type, providing crucial contextual information gathered during ticket creation.
The information here varies based on the nature of the ticket, ensuring relevant data is always captured to facilitate faster resolution.
FOA Dashboard
The Front Office Automation Dashboard provides real-time insights into customer interactions handled by your automated front office channels. The displayed metrics and charts will update based on the selected date range and process, allowing you to focus on the data that matters most.
To access this dashboard in the Symphona app, navigate on the left side menu to FOA Dashboard. By default, the Conversations tab is active, and you can click on Service Tickets to switch tabs.
Service Tickets
The Service Tickets tab focuses on any issues or requests created or sent to your Symphona Platform. The Service Tickets tab helps you track how many service tickets and ticket tasks have occurred, how many have been resolved, and details about those still open. This tab highlights metrics and trends related to customer service tickets, helping you ensure timely and effective customer issue resolution.
Service Tickets Overview
In the Service Tickets Overview section, you will see summary cards with key metrics about service tickets and ticket tasks. These metrics give a quick health check of your request resolution:
- Total Service Tickets: The total number of service tickets seen in the chosen timeframe. Below are specifics on whether they are open or resolved. The open vs resolved count lets you know if your team is keeping up with resolving tickets.
- Average Service Ticket Resolution Time: How long the average service ticket took to resolve.
- Total Ticket Tasks: The total number of ticket tasks seen in the chosen timeframe. Below are specifics on whether they are open or resolved. The open vs resolved count lets you know if your team is keeping up with resolving tickets.
- Average Ticket Task Resolution Time: How long the average ticket task took to resolve.
Open and Resolved Tickets
Below the overview, the dashboard visualizes open and resolved service tickets over time. This section includes a chart that show when and how often tickets are opened and closed, helping you identify patterns or anomalies in ticket resolution.
Key features of the Process Execution Performance chart include:
- Time Distribution Chart: A chart that displays the number of service tickets over time within the selected period. User’s can choose between a bar or line chart by pressing the settings button, and what tickets the graph should show. The x-axis represents time intervals (for example, hours of the day if viewing Today, or days/weeks if viewing a longer range), and the y-axis shows the number of tickets.
- Frequency Selection: You can adjust the granularity of the chart. For short timeframes like a single day, the chart may default to an hourly view (each bar = one hour). For longer timeframes, it might show daily totals. In some cases, the dashboard lets you switch the frequency (e.g., view by hour, day, or month) to get the appropriate level of detail. Users can also view more detailed frequency selections by moving the orange bar at the bottom.
- Ticket Count Details: By hovering over, users can see the exact number of service tickets for that interval and the breakdown of how many were opened or closed.
Average Ticket Resolution Time
The next dashboard visualizes average ticket resolution time over time. This section includes a chart that show when and how long the average tickets took to resolve.
Key features of the Average Ticket Resolution Time chart include:
- Time Distribution Chart: A chart that displays the length of service tickets being open over time within the selected period. User’s can choose between a bar or line chart by pressing the settings button. There is also the option to view the moving average as well.
- Why it matters: This metric gives insight into how efficiently service tickets are being handled. Even if the number of unresolved service tickets is not very high, a large average age is a warning sign that some tickets might be getting neglected. For instance, you might only have 3 unresolved service tickets, but if their average age is 15 days, it implies those 3 have been open for two weeks – a situation that likely needs attention.
- Trend Tracking: If presented over time, you can see if the average age is trending upward (meaning resolutions are slowing down or backlog is aging) or trending downward (issues are being cleared faster). Ideally, you want this number to stay low or decrease, indicating timely resolution of problems.
Open & Resolved Ticket Tasks
The next dashboard visualizes Open and Resolved Ticket Tasks over time. This section includes a chart that show when and how often tickets are opened and closed, helping you identify patterns or anomalies in ticket task resolution.
The functionality of this graph is identical to that of the Open and Resolved Tickets graph.
Average Ticket Task Resolution Time
The final dashboard visualizes Average Ticket Task Resolution Time over time. This section includes a chart that show when and how long the average ticket tasks took to resolve.
The functionality of this graph is identical to that of the Average Ticket Resolution Time graph.
- Viewing Service Tickets
- Service Tickets
- View Tickets
- Service Ticket Details View
- Ticket Details
- Description
- Attachments
- Linked Items
- Activity
- Ticket Task Summary
- Details
- Additional Fields
- FOA Dashboard
- Service Tickets
- Service Tickets Overview
- Open and Resolved Tickets
- Average Ticket Resolution Time
- Open & Resolved Ticket Tasks
- Average Ticket Task Resolution Time