Ticket resolution time monitoring

Purpose

1. Monitor and track the average time taken to resolve service or support tickets from initial submission to closure for arcade machine suppliers.

2. Enable proactive alerts, identify trends, optimize support workflows, and benchmark performance for continuous improvement.

3. Aggregate ticket data across multiple channels and departments for comprehensive performance analytics.

4. Generate actionable insights to minimize downtime, enhance vendor-client communication, and boost customer satisfaction.

Trigger Conditions

1. New support ticket is created in helpdesk system.

2. Status of an existing ticket changes (e.g., from Open to In Progress or Resolved).

3. Ticket breach of predefined service-level agreement (SLA) duration thresholds.

4. Scheduled batch analysis for daily, weekly, or monthly reporting.

Platform Variants

1 Zendesk

• Feature/Setting: Triggers via "Ticket Updated" and "Ticket Solved" events; use API GET `/api/v2/tickets/{id}.json` for ticket details.
  

2 Freshdesk

• Feature/Setting: Webhooks on ticket updates; GET `/api/v2/tickets/{id}` for resolution timestamp query.
  

3 Jira Service Management

• Feature/Setting: Automation rule for “Issue Transitioned”; GET `/rest/api/3/issue/{issueIdOrKey}` to track `resolved` field.
  

4 Salesforce Service Cloud

• Feature/Setting: Process Builder or Flows on Case Status changes; GET `/services/data/vXX.X/sobjects/Case/{CaseId}`.
  

5 ServiceNow

• Feature/Setting: Business Rule on incident state changes; REST GET `/api/now/table/incident/{sys_id}`.
  

6 Zoho Desk

• Feature/Setting: Automated workflow on ticket closed; GET `/api/v1/tickets/{ticketId}`.
  

7 HubSpot Service Hub

• Feature/Setting: Workflow using "Ticket property change"; GET `/crm/v3/objects/tickets/{ticketId}`.
  

8 Intercom

• Feature/Setting: Webhook on conversation close events; GET `/conversations/{id}`.
  

9 Help Scout

• Feature/Setting: Webhooks for conversation status updates; GET `/v2/conversations/{id}`.
  

10 Kayako

• Feature/Setting: Trigger API on ticket status change; GET `/api/v1/tickets/{id}`.
  

11 Microsoft Dynamics 365 Customer Service

• Feature/Setting: Power Automate Flow on case updates; API GET `/api/data/v9.0/incidents({IncidentId})`.
  

12 Monday.com

• Feature/Setting: Automation with status change; API GET `/v2/tickets/{id}` via GraphQL.
  

13 Trello

• Feature/Setting: Butler automation for List/Label changes; GET Card API `/1/cards/{id}` for custom resolution property.
  

14 Asana

• Feature/Setting: Rule on task complete; GET `/tasks/{taskGid}` for custom SLA tracking fields.
  

15 Smartsheet

• Feature/Setting: Workflow on row status change; GET `/sheets/{sheetId}/rows/{rowId}` for time-stamped data.
  

16 Google Sheets

• Feature/Setting: Apps Script triggers on cell/status update; API to read/write timestamps for analysis.
  

17 Slack

• Feature/Setting: Workflow or Slash Command on ticket-notification channels; GET ticket details from integrated helpdesk apps.
  

18 PagerDuty

• Feature/Setting: Event Orchestration on incident resolved; GET `/incidents/{id}` for start/end timestamps.
  

19 Splunk

• Feature/Setting: Scheduled Search with webhook; Use `/services/search/jobs` for ticket closure time analytics.
  

20 Power BI

• Feature/Setting: Scheduled Refresh on connected helpdesk data; DAX formula to calculate and visualize resolution time.
  

Benefits

1. Real-time visibility into support performance and ticket resolution trends.

2. Rapid detection of SLA breaches for immediate escalation.

3. Data-driven insights to optimize staffing and workflow management.

4. Increased accountability and transparency for support teams.

5. Improved customer satisfaction through reduced downtime and faster response.

6. Historical reporting for benchmarking and continuous improvement.

7. Centralized analytics, decreasing reliance on manual tracking and reducing errors.