Tag Cloud

 

OTRS Feature OTRS Tag Cloud for OTRS Help Desk software

 

 

Target Groups

  • Marketing
  • Human Resources
  • Sales
  • IT-Service Management
  • and many more

Benefits

  • Find out about trends & tendencies just by glancing
  • See the dynamic and current workload of your agents
  • React fast to anomalies

Functionality

This feature provides a better overview of trends in ticket information with the help of assigned tags. Where the standard version of OTRS offers similar functionalities with a lot more clicks, the Tag Cloud shows the information instantly, at one glance and in comparision to other results. For example, it is possible to visualize the workload of single agents or departments dynamically and to see the most up-to-date results. Likewise, the frequency of incidents with certain products can be measured constantly and can be compared with each other, which leads to a faster reaction on deviations.

The following ticket attributes can be visualized in the Tag Cloud:

  • Ticket state
  • Queue
  • Owner
  • Responsible
  • Priority
  • SLA
  • Type
  • All dynamic fields (e.g. error classes, products, etc.)

The larger a Tag Cloud is, the more the defined ticket attributes occur. The numbers in the brackets show the exact number of found tickets. With a direct click on a Tag the ticket search starts automatically and the found tickets are shown instantly.

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