What are Ticket Attributes?
Ticket Attributes are characteristics or descriptions that are used to describe types of tickets. In MaestroQA, users often use Ticket Attributes to:
Build out charts in Reporting
Create search filters for automations
In MaestroQA, there are two types of Ticket Attributes:
Standard Ticket Attributes: Default Attributes created by MaestroQA, these cannot be removed
Custom Ticket Attributes: Attributes imported from your helpdesk
This article will discuss what each Standard Ticket Attribute represents.
List of Ticket Attributes:
agents: Shows what agents are associated with the Ticket
assigned: Whether the ticket was assigned to be graded via a Sharing Automation or manually assigned by a user
autoFailedSection: Identifies tickets that were failed using the Auto-Fail sections in a rubric
calibrated: Whether this ticket was calibrated in MaestroQA
calibrater: Email of user who calibrated the ticket, only users who have calibrated once will pop up
csat_comment: Checks to see if there is a CSAT comment left on the ticket
csat_score: Shows what CSAT Score recorded by the helpdesk. if you use a custom CSAT survey, you will need to import this value as a custom attribute
first_seen: When was the ticket created
gradable_id: Unique identifier for a ticket, also known as ticketID or caseID
graded: Checks to see if ticket was graded
grader: Email of grader who graded the ticket, only graders who have graded once will pop up
group: What group the ticket belongs to
hasComments: Checks to see if a grader has left feedback on a graded ticket
last_seen: When the ticket was last updated
lastCalibratedAt: When the ticket was last calibrated
lastGradedAt: When the ticket was last graded
notes_list: If a note was left on the ticket
number_of_agents: How many agents worked the ticket
platform: What service (Phone, Chat, Email) was used to answer the ticket
qa_score: The grade that was given on the ticket
rubrics: What rubric was used to grade the ticket
source: What helpdesk the ticket came from
starred: Checks to see if the ticket was starred
status: What status the ticket is in (Ex. Open or Closed)
subject: Subject line for a ticket
tags: Shows tags an agent has left on a ticket
ticket_review_ids: The name of the assignment a ticket is part of
I've created a tag but it's not showing within MaestroQA?
For a newly created Tag to appear within MaestroQA, it needs to be used on ten or more tickets.