We are in the process of setting up Data Analytics to track our ticket flow and analyse the type and quantity of questions coming in. I was wondering if someone has faced the same in the past and can maybe share some guidelines or best practices? We'll use Explore (Enterprise) for this as well as Support Enterprise. First of all we want to create a flowchart identifying all kind of questions. At this moment the key questions which arise:
- How to set it up in Support?
- Is using custom fields the best option to later make queries and create dashboards?
Customer send in a request about reports. Now we have mulitple reports so we want to tag or analyse the type of report as well. Conditional fields seems to be a fine solution for this?
Any help would be much appreciated. I couldn't find any step-by-step article in ZD Help Center but could be I'm overlooking this.
Thanks in advance!
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