Ticket Activity Analyzer
The Ticket Activity Analyzer reviews resolved tickets to understand how technician time was spent. It provides a breakdown of activities and highlights areas for operational improvement.
What It Does
After a ticket is resolved, this processor analyzes the ticket history and produces a summary of how time was distributed across the ticket lifecycle.
Where It Appears
Results feed into the Efficiency Dashboard and per-ticket detail views, giving service managers visibility into how time is distributed across tickets.
When to Use It
This processor is enabled by default. It is useful for:
Understanding where technician time goes across your ticket volume
Spotting operational patterns and inefficiencies at scale
Benchmarking service delivery across the team
Details
Runs on: Ticket status changes to resolved or closed
Default State: Enabled