Track down long-pending requests using the status change history report

Long-pending requests pose a major problem for help desks because they,

Bring-down customer satisfaction scores
Increase resolution times
Impact the overall SLA compliance rates
Hold-up request queue
Delay service delivery

Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report below shows that the most frequent request transition is from open to on-hold status, which can increase resolution times.

The status change history report aids help desk managers in their efforts to speed up request resolution by providing them with answers to important questions such as,

Why tickets get delayed?,

What are the reasons behind ticket stagnation?,

leading them to investigate their processes and technicians for possible root-causes. Some common root causes include,

1. Unavailability of technicians

2. Lack of sufficient information to process the request

3. Insufficient skill set to handle a specific category of requests

4. Technicians who are slacking off

To check out this report and more interesting ones, log on to our live demo site.