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Standard Ticket Attributes

Understanding Standard Ticket Attributes in MaestroQA

Written by Matt

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:

  1. Standard Ticket Attributes: Default Attributes created by MaestroQA, these cannot be removed

  2. Custom Ticket Attributes: Attributes imported from your helpdesk

This article will discuss what each Standard Ticket Attribute represents.

List of Ticket Attributes:

  1. agents: Shows what agents are associated with the Ticket

  2. assigned: Whether the ticket was assigned to be graded via a Sharing Automation or manually assigned by a user

  3. autoFailedSection: Identifies tickets that were failed using the Auto-Fail sections in a rubric

  4. calibrated: Whether this ticket was calibrated in MaestroQA

  5. calibrater: Email of user who calibrated the ticket, only users who have calibrated once will pop up

  6. csat_comment: Checks to see if there is a CSAT comment left on the ticket

  7. 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

  8. first_seen: When was the ticket created

  9. gradable_id: Unique identifier for a ticket, also known as ticketID or caseID

  10. graded: Checks to see if ticket was graded

  11. grader: Email of grader who graded the ticket, only graders who have graded once will pop up

  12. group: What group the ticket belongs to

  13. hasComments: Checks to see if a grader has left feedback on a graded ticket

  14. last_seen: When the ticket was last updated

  15. lastCalibratedAt: When the ticket was last calibrated

  16. lastGradedAt: When the ticket was last graded

  17. notes_list: If a note was left on the ticket

  18. number_of_agents: How many agents worked the ticket

  19. platform: What service (Phone, Chat, Email) was used to answer the ticket

  20. qa_score: The grade that was given on the ticket

  21. rubrics: What rubric was used to grade the ticket

  22. source: What helpdesk the ticket came from

  23. starred: Checks to see if the ticket was starred

  24. status: What status the ticket is in (Ex. Open or Closed)

  25. subject: Subject line for a ticket

  26. tags: Shows tags an agent has left on a ticket

  27. 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.

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