Tag Cloud

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Feature Add-on

Tag Cloud

This Feature Add-on provides a better overview of trends in ticket information with the help of assigned tags. Where the standard version of OTRS offers similar functionality with a lot more clicks, the Tag Cloud shows the information instantly, at a single glance, and in comparison 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 related tickets are shown instantly.

Benefits

  • Find out about trends & habits at a glance
  • See the dynamic and current workload of your agents
  • React fast to anomalies

Available in Service Package

SILVER

Target Groups

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