Ticketing Workflow/Dashboard

Question

We have a workflow set up to create a ticket if a customer is making a suggestion in an open-ended comment. When we get that ticket, we assign it a root cause but what we would like to do is report on it. i.e. How many suggestions are we getting about customer service? Or the technology we are using? Is there a way to do this? I was hoping to be able to assign them the root cause of “customer suggestion” and then do a subtopic of what their suggestion is related to but I don’t see a way to do that. Any other way someone can suggest that I would be able to track the amount of comments we’re getting for certain types of suggestions and then create a widget for it in our dashboard? Thanks for your help!

nryalls · Answer

So I’ve been thinking about doing something similar with our tickets. One of the options would be to use the Follow-Up survey feature to add a ‘question’ that is simply your list of possible subtopics. You can then add the follow-up question as a datasource in the dashboard mapping and use with widgets! I hope this helps!

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