TheTickets Attended report in Zenvia Customer Cloud shows all tickets attended by the Support Service teams. Use it to analyze the performance of your agents and the quality of service provided.
⚠️ Attention: This feature is available for users with Viewer, Operator, and Admin profiles.
How to Analyze Tickets Attended Data
Access: Analysis > Support Service > Tickets Attended.
- Filters: Define filters to view or export data by date type (opening, closing, cancellation, or resolution) and period (specific dates or intervals up to 1 year).
- Generate Preview: View initial information from the report. The preview shows up to 10 ticket records and the information is simple and non-customizable.
- Export Report: After generating the report, you will receive a notification when it is ready for download in CSV format.
⚠️ Attention: Filters must be selected to generate a preview or export the report.
Columns in the Tickets Attended Report
The report includes the following columns:
- Number: Ticket code
- Opened on: Date the ticket was opened
- Resolved on: Date the issue was resolved
- Closed on: Date the ticket was closed
- Customer (Complete): Full name of the attended customer
- Subject: Topic addressed in the ticket
- Priority: Urgency level of the ticket
- Status: Current status of the ticket
- Justification: Detailed reason for the ticket status
- Category: Type of request
- Service (Complete): Type of service provided
- Responsible: Agent responsible for the ticket
- Responsible (Group): Department of the responsible agent
