We have merged our Atlassian licensing and consulting business with our partners over at Seibert Group.
The Actonic apps will continue to be developed by the same caring team as before.
In our 7th article of our custom reports series for Report Builder you will find out, how to use the Scripted Report "Top Tickets by Engagement" to define with tickets need special attention due to high number of comments, updates etc.
Salesforce can meet a wide range of needs through the different clouds and integrated tools. It stands out as a system especially due to the user-friendly interface. The user is not bound to processes or workflows while using it and can work flexible at any time or place. These benefits allow Salesforce to support many departments and be widely used across each company.
The customer's expectations of companies are high these days. The associated pressure on companies to compete in the market is even higher. But how does a company manage to retain the customer in a sustainable way, without using too much time and resources? CRM is the keyword.
SLA, First Response Time and Created vs. Resolved are important key metrics (KPIs) in customer support teams. We explain how you can calculate some of them and what is important to know about KPIs.
Get to know our 6th Report Builder report called "Service Management: Key metrics". It quickly and simply displays two key metrics, namely Tickets created in last 30 days and median first reply time
Our 5th Report Builder report is helping you to gain insight into important key metrics for your suppor team. It showcases the changes in percentages, comparing the last 7 and 30 days.
Use our "Lead Time" Report to calculate how long it takes for work items to flow through your pipeline - from creating until completion. Get an overview over Lead Times for a specific period of time.
Managing big project teams means staying on top of workload and resources. The graphs in our customizable report "Created vs. Resolved" present you the relation between your created and resolved Jira tickets over a given period of time.
