Call Us: +44 (0)1748 473000

Call Us Facebook Twitter Pinterest Linked in Instagram Youtube GooglePlus

Surveying your Service

04 May 2017 Written by 

Our HelpDesk module has some really clever features in it; from auto-copying in FAQs, to embedding comments and/or solutions in replies; from easy reviewing of history, to SLA triggered status and reminders. It is full of great features that are there to help any customer service team breeze through their list.

But there is one feature that is so useful in terms of oversight of the whole team, but that almost never gets the recognition that (I think) it deserves.

And that is the graph at the top of the page.

HelpDeskGraph

It’s a simple little visual that will show you the number of Tickets in each status for the view you’re current in. Plus the number of Tickets that are currently marked as HOT.

That’s it, pretty simple, but the usefulness of this graph is endless.

To start, did you know that clicking on any of the statuses on the graph with quickly filter your current view to include them?

Imagine you’ve got a different Custom View for each sub-department of your customer service team. You click into one particular view, let’s say the “Technical” team and notice there are a lot of “hot” Tickets and no “closed” Tickets. Without having to dig around at all, you already know at a glance that you’ve got a potential problem.

So you click on the “Hot” option in the graph and instantly see that each of these Tickets is linked to one particular User, Company, or Product. And with two clicks, you know a whole lot of overview information that will let you dig down to the root of the problem if needed.

This kind of quick overview tool is invaluable for managers and all the other busy people in your office.

Rate this item
(0 votes)
Ashley Tallyn

Although I originally hail from northern California, as soon as I arrived in Yorkshire I knew it was the place for me! At OpenCRM, I started out in the Business Development team, and then moved into compliance and Q&A because I love telling people what to do...ok, that's not the real reason, but it makes for a good bio one-liner. When I’m not in the office, you can usually find me tramping through the dales, crafting, gardening, or with my nose in a book.

#WeAreOpenCRM

Twitter Feed

OpenCRM As you company grows, how do you make sure everyone knows about the important work that others are doing? https://t.co/2SPteasdAn
OpenCRM Access your #CRM data while you're out and about…even if you don't have signal! https://t.co/MoGjI8AVEV https://t.co/vInS7sqva5

Address

HQ:
Software Add-ons Ltd
(OpenCRM)
1 Battalion Court
Colburn Business Park
Richmond
North Yorkshire
DL9 4QN
United Kingdom
Tel:
+44 (0)1748 473000
Fax:
+44 (0)1748 348003
Skype:
OPENCRM_UK
Reg #:
England & Wales 05387424

marker Find on Google Maps

News

Put The Needle on The…

Sometimes it can take an eternity to find exactly what you are looking for. I know when I’m at home scanning through my records (you now those big round things with music on that have recently come back into fashion) deciding on something to listen to, I struggle to find what I’m looking for. Now may or may not be the time to mention that of course I’ve sorted my vinyl alphabetically by artist, as it seems the most obvious...

Company Catch-ups are…

Later this week, everyone here at OpenCRM will be putting our normal, day-to-day work on hold to sit in a room together and basically give a status update. This is a monthly meet up for us that originally started with our developers showing off their latest cool bits of code. The whole thing started as our company started to grow. When we were all in the same room (and there were only 5 of us), it was easy to know what everyone...

Tidying Up for your S…

With those all-important Summer Holidays fast approaching we need to make sure that we are on top of all of those tasks that we need to do before we go away and make sure we are prepared for our return. We have all had the feeling’ ‘Did I remember to ?…..’ whilst sat at the Airport of 200 miles down the road. By using a combination of Views, Reminders, and Scheduled Activities in OpenCRM we can ensure we get everything done...

Surveying your Servic…

Our HelpDesk module has some really clever features in it; from auto-copying in FAQs, to embedding comments and/or solutions in replies; from easy reviewing of history, to SLA triggered status and reminders. It is full of great features that are there to help any customer service team breeze through their list. But there is one feature that is so useful in terms of oversight of the whole team, but that almost never gets the recognition that (I think) it deserves. And that...

Don’t Leave Your Cust…

If you read online reviews, often the ones that will stand out are the bad reviews. I think people are more inclined to leave bad feedback rather than good. It kind of makes sense - if you have paid for a service, and you’ve received what was promised, then at the end of the day that should be normal. So if something has gone wrong whether it be a meal that didn’t live up to expectations or a delayed journey...