How to View & Analyze Overdue Tickets

The Overdue Tickets Report in ProProfs Help Desk provides a graphical and tabular representation of overdue tickets for all or chosen inboxes and users over a selected time period. This feature helps you stay on top of overdue tickets, ensuring timely follow-ups and improved customer satisfaction.

Use Case

Imagine you're managing a customer support team. You must quickly identify which tickets are overdue and who is responsible for them. Using the Overdue Tickets Report, you can easily see overdue tickets categorized by inbox and assignee, allowing you to take swift action and reassign tasks if necessary.

Overdue Tickets Report Preview

Benefits

1. Enhanced Visibility: Quickly see all overdue tickets and their details, allowing for better prioritization.
2. Improved Accountability: Track which agents are handling which tickets, ensuring accountability and timely resolution.
3. Efficient Management: Easily access detailed ticket information, helping to streamline follow-up processes and improve response times.

To View and Analyze Overdue Tickets

1. Navigate to the Reports Section:

• Click on Reports in the top navigation menu.
• From the sidebar menu, select Overdue Tickets.
   

2. Select the Desired Inboxes and Users:

• Use the filters to choose specific inboxes (a) and users (b) you want to analyze.
• Select the time period (c) for which you want to view the report.

3. View the Graphical Representation:

• The report will display a graphical representation of overdue tickets based on your selected criteria.
• Analyze the visual data to understand the distribution and frequency of overdue tickets.

4. Check the Tabular Representation:

• Below the graphical representation, you will find a table listing the overdue tickets.
• The table includes columns for Ticket Subject, Customer Name, Inbox, Assignee, Creation Date, and a View icon.
• You can download the data available in the table by clicking the download icon located in the upper right corner of the table.
• You can also sort the tickets list based on your preferred columns by clicking the up/down arrow.

5. Open and Review Individual Tickets:

• Click the View icon to open a ticket in a new tab.
• Review the ticket details and take appropriate action to address the overdue status.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.