The Actions tab displays tickets that have been created from customer feedback and allows your teams to track the resolution timeline for taking action on the feedback. Defining team workflows within Actions ensures a consistent resolution for every issue, no matter in what channel it was received.
Before using Actions, you must define your workflow to apply to the ticket details. Workflows refer to the various labels that are used to track a ticket through resolution.
Additionally, you can set automation rules to determine how actions are created or updated and what labels are applied to the ticket. Defining a targeted set of rules for ticket creation and updates is important to response efficiency.
Regardless of how the ticket is created (automatic or manual), it’s important to accurately provide progress updates in the ticket detail. Each ticket includes fields that help describe what the ticket is about, who is working on the ticket, what stage the ticket is in, what the expected resolution time is, and other ticket metadata. These fields and automatic alerts help your team track the activity throughout the resolution process.
The Actions Dashboard displays all tickets for all locations to which you have access. You can filter, sort, and search for tickets, as well as apply bulk actions.
The Action Metrics tab displays interactive charts and graphs to help you investigate trends in your tickets and team’s resolution efforts. Action reports are also available on the Reports tab.