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
- 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.