Zammad Issues
Dashboard for Zammad Issues
The Zammad Issues dashboard provides visibility into customer support activity managed through Zammad. It offers insights into newly created and closed tickets, issue trends over time, resolution performance, and categorization by severity, group, and tags.
Prompts
| No | Prompt | Description |
|---|---|---|
| 1 | Group | Filter closed issues based on the group |
| 2 | Tag | Filter closed issues based on assigned tags |
| 3 | Time Range | Define the time range for which the dashboard will display data |
Note: Filters are applied only to closed issues. For open issues, there is an assumption that they are opened in the routing group, without tags.
Note: Data are available for the period starting from 2024-01-01 up to the day preceding the current date. The selected time range must fall within this interval for results to be displayed.
Sections
New Issues Overview
| No | Frame | Description |
|---|---|---|
| 1 | Number of Issues | Displays the total number of newly created issues |
| 2 | Number of Issue Customers | Displays the number of unique customers creating issues |
| 3 | Issues by Month | Displays monthly distribution of new issues |
| 4 | Issues Over Time | Displays trends of new issues over time |
Closed Issues Overview
| No | Frame | Description |
|---|---|---|
| 1 | Number of Issues | Displays the total number of closed issues |
| 2 | Number of Agents | Displays the number of agents involved in handling the issues |
| 3 | Average Resolution Time | Displays the average time required to resolve issues |
| 4 | Issues by Group | Displays closed issues grouped by support group |
| 5 | Issues by Severity | Displays closed issues groupbed by severity |
| 6 | Issues by Tag | Displays closed issues grouped by tag |
| 7 | Issues by Month | Displays monthly distribution of closed issues |
| 8 | Issues Over Time | Displays closed issue trends over time |