Hi,
We are planning to move to Tawk and is currently trying to figure out about SLAs. I am to understand that Tawk doesn’t have any SLA policies built-in yet; the closest that I can see is the “Reporting” tab where the report will display an overall data.
What I need is to go deeper and analyze which ticket that our agent took time to solve.
I understand that this is not available yet.
However, is there a way for me to pull all of our tickets in one spreadsheet format for me to check on this SLA? The export feature exports each ticket individually in a .JSON format; which is not something that I can use to process our SLA.
Thank you!
Hi,
Thanks for reaching out and for sharing your feedback. At the moment, tickets and chats can only be exported in .JSON format. However, exporting data from the Reporting section will generate a .CSV file instead (screenshot attached). You may want to check if this option meets your requirements.
Thank you for the reply. I’ve tried this one and it only shows the total tickets that I received. What I look for is something like this:
In this report, I have the list of each tickets along with their details; when was it created, status, agent assigned, last update, and other details. With this report, I can manually create a dashboard for me to monitor my team’s SLAs.
Is this available in Tawk? Can’t seem to find the option to pull such report.
Hi,
Thanks for explaining further. Unfortunately, that feature isn’t supported at the moment. Currently, when exporting tickets, you’ll only receive the total number of tickets along with the corresponding days.
I see. Thank you for the confirmation. Seeing that Tawk doesn’t have SLAs, this feature would be super awesome to have as with the data, we will have the option to create our own dashboard.
Thank you for sharing your feedback — much appreciated! Could you kindly provide a breakdown of the specific information you’d like to see added? I’ll make sure to pass this along to our team for review so they can assess the possibility of including it in future updates.
No problem. Thank you for responding to my question.
As for the breakdown of information, the idea is for managers to be able to create their own personalized dashboard using any of their preferred spreadsheets. Here are the information that will be useful for specifically for me:
- Agent Name
- Agent’s email
- Client’s name
- Client’s email
- Ticket ID
- Subject
- Current Status
- Ticket’s Duration
- Resolution at
- Resolution Time
- Agent’s Average Response Time
- Ticket Creation Date/Time
These are the basic information that if I am able to pull in one .csv (or one .xlxs) format, will be able to create my own dashboard.
Of course, the option to have such report is even better - even as an addon I believe it would sell pretty well because we can use this information to gain more insight on our team’s activities and improve our communication with our clients.
Sorry for the long post, and thank you for your time.
