View key performance metrics to improve employees' ticketing experiences

Getting Started and Setting Up

Set Priorities for Ticket Types

Create ticket types and set priorities for the tickets. High priority tickets will be displayed first in Tickets.

To access Ticket Type, go to My Organization > SLA Settings > Ticket Type

Customize Ticket Statuses

The default Ariglad ticket statuses are

  • Open
  • In Progress
  • On Hold
  • Closed

You may edit the statuses or remove them.

To access Ticket Statuses, go to My Organization > SLA Settings > Ticket Statuses

Add Ticket Sources

Ticket sources are where employees can submit tickets. By default, this includes the Ariglad web app, and Slack. However, you made add sources like email or Microsoft Teams.

To configure where tickets can be submitted, go to My Organization > SLA Settings > Ticket Sources

Monitor Resolution Performance and Time

Add, edit, remove SLA metrics under My Organization > SLA Settings > SLAs. By default, Ariglad provides

  • Total Tickets Resolved, Unresolved, Received
  • First Response SLA %
  • First Contact Resolution %
  • Average Resolution Time
  • Average Response Time
  • Personnel with Fastest Responding and Resolving Time
  • Ticket Volume Trends over period of time
  • KPM Trends

Including metrics for each ticket type

Choose time period to view analytics for in the drop down. Analytics can be viewed monthly and annually.

Employee Ticket Satisfaction Survey

Customize a ticket satisfaction survey to be automatically sent to each submission upon resolving the ticket. By default, Ariglad provides a 3 question survey with the following questions

  • How satisfied are you with the response to your ticket?
  • How relevant was the response to your ticket?
  • What can we do to improve the experience? 

These questions can be configured and edited; and average responses can be viewed on My Organization > SLA Settings > Feedback.

To view specific response to a ticket submission, go to Tickets > select the Ticket you wish to view > Satisfaction Survey

Shift Management

Shift management makes it easier to automatically assign tickets submitted during each shift time to the appropriate personnel. Shifts can be manually added in Add New Shift or bulk shift data can be uploaded in Import via CSV.

Shift configuration can be found under My Organization > Shift Management > Shifts

Assigning and viewing shifts

Shifts assigned to personnel will result in tickets submitted during that shift to be automatically assigned to them.

Shift assignment can be found under My Organization > Shift Management > Assign Shifts

Shift Calendar

The shift calendar gives a quick overview of assigned shifts, and personnel that are available or away. To view the personnel in a weekly shift, go to the righthand pane and toggle to the week view or the month view to see the personnel shift schedule for the month. Select a day in the calendar to view the day's shift schedule. Additional filters to view the calendar are location, and shift; in the righthand pane. The shift calendar can show the schedule for a specific location, or the personnel working specific shifts.

Shift Calendar can be found under My Organization > Shift Management > Shift Calendar