Measure helpdesk performance: Ticket attributesUpdated an hour ago

The Ticket attributes report shows what your customers are contacting you about. It ranks ticket volume by intent, tag, and ticket field value, and shows how those volumes move over time, so a rising contact reason becomes a product or ops fix instead of a hunch.

Open the Ticket attributes report

When you select the Overview category from the menu, you can access the Ticket attributes report from the third tab along the top of the page.

1. From your helpdesk, select  Analytics in the product switcher at the top of the left sidebar.
2. In the menu, locate  Helpdesk performance, then click Overview.
3. At the top of the page, click the Ticket attributes tab.

Charts

The Ticket attributes report has no metric cards. Everything in it measures ticket volume, sliced by one of three attributes:

• Intents are the contact reasons Gorgias detects on a ticket. They are hierarchical, so a ticket carries a top-level intent and can carry two further levels of detail beneath it. Tickets with no detected intent are grouped under No Assigned Intent.
• Tags are the labels your team and your rules apply to tickets.
• Ticket field values are the values of one ticket field you choose.

The report contains two types of charts to help you visualize your data. The first chart ranks values from most to least used on a bar chart, and the second graphs volume over time on a trend chart, stacked by value. The following attributes can be displayed in each chart:

Change what each chart displays

You can change the data that each chart shows in the report by selecting from the attributes listed above.

1. From the Ticket attributes report, scroll to the Charts area.
2. Click the title at the top of either chart.
3. Select an attribute from the dropdown menu.

Compare performance in the breakdown table

The Performance breakdown table at the bottom of the Ticket attributes report allows you to see how each value contributes to your overall ticket volume. You can use the buttons at the top of the table to switch between three breakdowns:

Intents shows the three intent levels side by side, so you can see not just that "Returns" is your biggest reason, but which specific return problem drives it:

Tags compares volume per tag:

Ticket field values compares volume per value of the ticket field you selected in the Ticket Field filter:

Show or hide metrics in a table

All of the metrics listed above can be added as a column to the table.

1. In the Performance breakdown section, select a performance breakdown table.
2. Click Edit table.
3. Click the toggle to add or remove a column.
4. Drag the rows to order more important metrics first.
5. Click Save.

FAQ