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Customer Ticket Report

Updated over 2 months ago

The Customer Ticket Report in BIK provides a comprehensive view of each support ticket, enabling you to analyze agent performance, customer interactions, and support quality in detail. This report helps identify response trends, resolution efficiency, and customer satisfaction (CSAT) metrics.


What’s Included in the Report?

The report contains detailed fields related to each customer ticket:

  1. Ticket ID

  2. Customer ID

  3. Customer Name

  4. Contact Information

  5. Channel (WhatsApp, Instagram, Messenger, Email)

  6. Channel ID

  7. Type of Message

  8. Ticket Open Timestamp

  9. Ticket Assigned Timestamp

  10. Ticket Close Timestamp

  11. Ticket Stage

  12. Ticket Labels

  13. Agent Name

  14. Ticket Closure Time

  15. First Response Time

  16. First Response Timestamp

  17. CSAT Response

  18. CSAT Sentiment

  19. Ticket Priority


Available Filters

To refine your report data, you can apply the following filters:

  • Date

    • Options: Last 7 days, Last 30 days, or Custom date range

  • Channel

    • Options: WhatsApp, Instagram, Messenger, Email


How to View the Customer Ticket Report

  1. Navigate to the Reports section under the Analytics tab in the BIK dashboard.

  2. Select the Helpdesk filter under "Type" or directly go to the Helpdesk Reports section.

  3. Locate and click on Customer Ticket Report.

  4. Click View Report and apply the desired filters (Date, Channel).

  5. Click View again to generate and explore the report results.


FAQs

1) What is the Customer Ticket Report used for?
It provides detailed insights into support tickets, including customer information, ticket lifecycle stages, agent handling time, and customer satisfaction scores.

2) Can I filter the report by channel or time period?
Yes, you can filter the report by channel (WhatsApp, Instagram, Messenger, Email) and date range (Last 7 days, 30 days, or custom dates).

3) What is the significance of the First Response Time?
It indicates how quickly an agent responded to the customer’s first message. Faster first responses generally lead to higher customer satisfaction.

4) How is CSAT sentiment determined?
CSAT sentiment is derived from the customer’s feedback on their support experience, categorized as positive, neutral, or negative.

5) What is Ticket Priority?
Ticket Priority helps categorize tickets as High, Medium, or Low urgency based on predefined rules or manual tagging.


For further assistance or to raise feature requests related to Customer Ticket Report, please contact [email protected].

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