The Ticket Timeline Viewer helps Teamleads, incident managers, quality analysts, and agents quickly investigate ticket history. It provides collapsible events, filters for users and fields, and highlights assignments, status changes, tags, routing, priorities, types, and intelligent triage data while hiding unchanged values to reduce clutter.
We consider this to be an app for Teamleads, because it will be more useful to support staff troubleshooting tickets than to agents handling the ticket.
A Teamlead or Incident manager can check what happened to a ticket. Why did a particular trigger fire? Who assigned the ticket to a certain group?
The app is amazing for Quality Analysts too. Who performed which tasks? Was the right logic applied by the agent?
But the app can be useful for your agents too. If they currently tend to look into ticket events, they will love the Ticket Timeline Viewer because it retrieves that same data, only faster.
What is the issue with checking the Events in a Ticket?
Example of Events for a Standard Ticket
This is an example of the events for a standard ticket. For tickets with multiple interactions, the list of events can become quite extensive, making it time-consuming to scroll through the information. You need to be very observant to find the specific information you're looking for.
This is where the Ticket Timeline Viewer can help.
Efficient Event Search and Filtering
With the Ticket Timeline Viewer, you can see all events, filter by a specific event-type, or filter by a specific user. For example, if you filter on Ticket status, you will see all the status changes throughout the ticket handling process. The items are collapsible, allowing for a very quick understanding of the events.
The headset icon before Bernard Moriau indicates he is an agent. The user icon for Marie Curie indicates she is a customer / end-user. System actions (f.e. applying an SLA) are indicated with the Zendesk logo.
You can filter on the following fields:
- Assignee: lists all agents that the ticket was assigned to
- Groups: displays all groups to which a ticket was assigned to
- Tags: who, when and why were tags added to a ticket (or removed)
- Any custom ticket field
- Ticket Status
- Priority: any changes in priority of the ticket (modified by agents, triggers, macro's, automations)
- Type: any changes in type-field (modified by agents, triggers, macro's, automations)
- Queue: when omnichannel has been set up, to what queue has the ticket been routed
- ...
Info related to the intelligent triage like (Advanced AI needed):
- Intent / Intent confidence
- Language / Language confidence
- Sentiment / Sentiment confidence
You can select multiple values for both the user and field filters. So you could f.e. find all assignee and group changes made by 2 specific agents working on the ticket.
Note
Contrary to the Events view on the ticket, our app does not show values that have not changed during the lifetime of the ticket. This is to reduce clutter by not displaying events that are not relevant. A good example is the ticket subject. It is hardly ever touched by agents. If it is not changed, it will not be shown in the timeline. On the rare occasions that it is changed it will be displayed in our app, making it stand out even more.