Views and trends
You always know what needs doing, and how it’s going
A list to work through, a board to move things along, a summary for the morning meeting and trends to see whether support is keeping pace. Four views of the same tickets, always counting the ones you can see, and never more.
A shared mailbox doesn’t tell you who is doing what
In a shared inbox a read email looks handled, an unread one looks new, and to know how many requests have been waiting for days you have to count them by hand. In kDesk every request has a status, an owner and a date: you just choose which angle to look from. In the morning the summary tells you what is stuck and who is overloaded; during the day the board moves the work along; at the end of the month the trends show whether times are improving.
How it works
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In the morning, the summary
Open, unassigned, waiting for the customer, stuck for three days, arrived and closed in the last week. Below, the breakdown by status and priority and each person’s workload: in one minute you decide who takes what.
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During the day, list and board
In the list you search by subject, requester or number and narrow down to Mine, Unassigned or With reminder. On the board tickets sit in columns by status: you drag a card from In progress to Resolved and the status changes.
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At the end of the month, the trends
How many tickets arrived and how many were closed, day by day, over the last 7, 30 or 90 days, with the average first-reply time and closing time. You see at once whether a product launch week doubled the requests, and whether support worked through them.
The same tickets, four ways to look at them.
What you can do
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Scopes that answer a question
All, Mine, Unassigned, With reminder: each scope answers “what is there to take?” or “what do I have in hand?”. They combine with the status filter and the sender filter, Known or Unknown, to separate regular customers from emails never seen before.
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Search and mailboxes one click away
A single field searches by subject, requester or ticket number: “invoice”, “studiomorelli.it” or “AST-12”. Every mailbox has its own entry in the sidebar, so whoever follows only technical support goes back there with a bookmark instead of filtering again each time.
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Board with columns by status
Open, In progress, Waiting for customer, Waiting internal, Resolved, Closed: the columns follow the path of the work. Each card shows whether the ticket is taken or free, and a column that gets too long shows how many more there are beyond those in view. Moving a card changes the status, under the same rules as the ticket.
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A summary to decide from
The numbers you need in the morning, no more: open, unassigned, waiting for the customer, stuck for three days, arrived and closed in the last seven. Then open tickets by status, priority and mailbox, and each person’s workload, with unassigned tickets highlighted.
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Trends over time
Arrived and closed per day, including the days when nothing happened, so the chart doesn’t skip. Alongside, the average first-reply time and average closing time, calculated on the real dates recorded in the tickets, not estimated. You choose the period: 7, 30 or 90 days.
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Actions on many tickets at once
You select tickets from the list and in one go change status or priority, reassign them, invite a colleague, mark them as spam or delete them. After a newsletter campaign, the twenty “out of office” auto-replies are dealt with in one stroke.
Frequently asked questions
Does an agent see the figures for the whole support team?
They see the figures for the tickets they can already see: those in their areas and those they have been invited to. Summary, board and trends use exactly the same rule as the list, so a count never says one thing while the list below says another. Whoever has the privilege to see all areas sees everything.
Do the trends show the percentage of SLAs met?
No. The trends show volumes and real average times: arrived, closed, average first reply and average closing time. If you use response times, the Met or Missed outcome is read ticket by ticket, in the Deadline column of the list and inside the ticket.
What does “Stuck for 3 days” mean?
They are tickets still open that nobody has touched for at least three days: no reply, no note, no status change. It answers the question “what is slipping through our fingers?”, which no other number answers. To have them brought back to you in the bell, there is the automatic reminder.
Can I save a combination of filters?
There are no custom views to save: the ready-made scopes cover everyday questions, and each mailbox has its own address in the sidebar, which you can keep as a bookmark. A search for a customer also comes from a link: from their profile all their tickets open in the list.
The other kDesk features
Move customer support to kDesk
Request a demo: we’ll show you how kDesk keeps tickets in order and response times under control.
Alex