Who can use this feature?
- All users
- Available on all plans
The Tickets page allows you to view all support tickets related to your scored accounts. You can view tickets in list view or detail view.
Tickets list view
See tickets in a tabular format; each row in the table represents a unique record.
- Use search to find a particular record
- Use filters to narrow the results in the table
- Sort columns to change the order of data shown in the table
- Subject
- Date
- Sentiment
- Account(s)
- Users
- Hover over the subject to open the detail view
Summary statistics
The summary area displays aggregate values and change for the following:
- Total tickets: Number of tickets for scored accounts
- Tickets with negative sentiment: Number of tickets that have been scored with a negative sentiment
- Negative sentiment tickets on at-risk accounts: Number of tickets that have been scored with a negative sentiment for an account labeled at-risk
Change (increase/decrease) is calculated using a rolling time window (default is 30 days).
Ticket detail view
The Ticket detail view displays information related to a single ticket record.
Attributes
- Date submitted
- Requested by
- Created by
- Account
- Status
- Assigned to
- Type
- Source
Overview
- View overall sentiment and explanation for why the sentiment was applied.
- Click edit to provide an alternate rating/feedback with the option to override the sentiment grade.
- View a timeline of key moments within the ticket.
Ticket
- Click to read the contents of the full ticket.