Measure helpdesk performance: Ticket attributesUpdated 13 days ago

The Ticket attributes tab of the Overview 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 tab

Ticket attributes is the third tab of the Overview report.

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 tab 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 tab 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:

Both charts show your top five values first. Click Show more on the bar chart to see the rest, or use the value selector on the over-time chart to plot different values.

Each attribute is counted against its own date. Tags are counted on the date the tag was added to a ticket, so a tag added this week to a ticket created three months ago counts toward this week. On the over-time chart, intents follow the ticket's created date and ticket field values follow the date the ticket was last updated.

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 tab, 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 tab 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:

In every table, Share of total is a value's portion of the tickets in the table, and Trend is the percentage change compared to the previous period of the same length.

Intents shows the intent levels side by side, so you can see not just that "Returns" is your biggest reason, but which specific return problem drives it. Intent L1 and Intent L2 show by default. To add Intent L3, use Edit table:

Tags compares volume per tag. Share of total is measured against tickets that have at least one tag, not all tickets:

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

Review the tickets behind a value

In the Intents and Ticket field values tables, click a ticket count to open a drill-down listing the tickets behind it. To export that list, click Export, then select Export metadata only (up to 2.5 years of data) or Export with message content (up to one month). We'll email you a download link once the file is ready. Only leads and admins can export.

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