Audit Tracking On Help Tickets

The Audit Tracking on Help Tickets feature enhances the Helpdesk module by adding time tracking for tickets as they move through various stages and teams. This system captures and records the duration a ticket spends at each stage and with each helpdesk team, creating a comprehensive audit trail for every ticket.

Key Functionalities:

1. Stage Time Tracking:
   • Records the total time a ticket spends in each stage (e.g., New, In Progress, Resolved).
   • Includes timestamps for when tickets enter and leave each stage.
2. Team-Based Tracking:
   • Tracks the duration of tickets assigned to different helpdesk teams.
   • Helps identify delays attributable to specific teams or coordination challenges between teams.
3. Audit Report:
   • Provides a detailed report summarizing ticket durations across stages and teams.
   • Includes metrics like average time per stage, longest bottlenecks, and team efficiency.
4. Real-Time Insights:
   • Dashboards display live updates of ticket durations in their current stages.
   • Alerts managers if a ticket remains in a stage beyond a predefined threshold.
5. Historical Analysis:
   • Allows managers to analyze trends in ticket handling times over weeks or months.
   • Helps identify recurring bottlenecks or patterns requiring process improvement.

Key Benefits:

• Improved Visibility: Provides granular insights into ticket lifecycles, helping managers understand delays and bottlenecks.
• Enhanced Performance Tracking: Enables assessment of helpdesk teams’ efficiency in addressing tickets.
• Better Resource Allocation: Guides managers to allocate resources effectively based on data-driven insights.
• Continuous Improvement: Empowers teams to streamline processes and improve response times through historical analysis.

Example Use Case:

A helpdesk manager notices that tickets in the "In Progress" stage are consistently delayed. Using the audit tracking feature, they identify that most delays occur with a specific team due to resource shortages. With this insight, the manager reallocates resources to that team, reducing delays and improving resolution times.

Conclusion:

The Audit Tracking on Help Tickets feature equips helpdesk managers with the tools needed to monitor, analyze, and optimize ticket handling processes. By providing detailed stage and team-based tracking, this feature enhances accountability and drives continuous improvement, ensuring a more efficient and effective helpdesk operation.