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Support Ticket Forecasting Tools with Assembled

Intra-day forecasting and real-time analytics for workforce management
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

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Sync schedules into or out of Google Calendar

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View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Support Ticket Forecasting Tools

It’s no secret that today’s consumers are smarter and better-informed than ever before. Therefore, in order for businesses to instill their customers with a sense of loyalty, they need to make sure they are able to rise to meet these 21st Century demands. And so, it is important for businesses everywhere to ensure that they have a strong customer service department. Nowadays, there are many demands that are placed on the customer service department, which is expected to handle a wide variety of consumer issues as quickly as possible. At the same time, however, companies do not want to hire more people to work these shifts than are absolutely necessary. This is where support ticket forecasting tools can be so uniquely helpful.

For those out there who might not know, support tickets forecasting involves anticipating the demands placed on customer service departments in advance of when they might be required. For example, a support ticket program might be able to anticipate when demand is going to increase. That way, companies can then schedule more employees to work during this time period, thereby allowing them to successfully meet the increasing demands of customers. That way, businesses are not paying employees to sit there when they are not required; however, they still have them in place to keep customer wait times to a minimum, when these demands do increase.

Naturally, similar to other products and services, there are all sorts of options out there to choose from when it comes to customer support ticket forecasting tools - so all businesses need to think carefully about what their needs are, and then find the right program to meet them. When it comes to support ticket forecasting tools, there are a few key examples that immediately rise to the surface. How can businesses make sure to place their employees in the best position to be successful?

Zendesk Forecasting

One of the most important tools out there today is called Zendesk forecasting. Zendesk tickets forecasting is an advanced support ticketing system, and its goal is to help companies track, prioritize, and handle their tickets in one fell swoop. And although many people think this system is a virtual help desk, in reality, it is actually so much more than that. In fact, there are numerous customizable features available that businesses can employ to make sure that they are getting the most out of this program.

For instance: using this tool, employees can take a look at tickets that are coming in and organize them. Then, they can prioritize them accordingly. Some tickets might need to be handled more quickly than others, while others can't afford to wait at all. By prioritizing, though,, emergencies can be handled before those that can stand to be left for later.

Furthermore, managers can also use this tool to track how their individual employees are doing. This software program can track various metrics related to employee response time, ticket resolution success rate, and numerous other important metrics. This ability provides managers with a much greater degree of information when it comes to their customer service department. And from there, they can work to address concerns as quickly as possible.

And finally, this program also has a number of additional features that people might find helpful. For example, chat, talk, and numerous other capabilities are well-priced for both smaller businesses and larger enterprises alike. Given all of these customizable solutions, as well as their pricing tiers, it is easy to see why this tool is one of the most popular options in the world. When it comes to customer service departments and ticket resolution, Zendesk is a flexible, comprehensive program that can provide businesses with all kinds of benefits.

Kaggle

Another popular tool you can find out there is called Kaggle. Kaggle is a very helpful tool that people can use to find and publish various sets of data. In addition, Kaggle ticket classification can be used to construct models in a web-based environment. By doing this, it provides people around the world with access to a community filled with computer engineers, data analysts, and machine learning engineers. This way, businesses are able to construct a model or a program that can easily handle their support ticket needs. Many people decide to start with a blank slate on Kaggle; however, there are many other people who decide to work using a template. For this very reason, Kaggle is a great tool for companies that are looking for a way to handle their support issues.

The true power in this tool comes from its data for casting in modeling capabilities. One of the most important parts of support ticket forecasting is making sure that the required data is being used appropriately. Another key point worth considering is the fact that managers might not have the time to personally supervise this process. This is where this tool comes in. Companies can use Kaggle to access professional data analysts. Kaggle also provides them with the information they need to make decisions, based on their staffing needs. Equipped with an accurate model provided by a trained professional, businesses will place themselves in a unique position to have an appropriate number of agents working at various times. That way, businesses will be able to optimize their overhead expenses, while also rising to meet the changing expectations of their customer base.

Support Ticket Dataset

In order for a company to accurately predict how many people they need to have to work at various times, they need to make sure that they are making the best use of their historical data sets that they possibly can. For those out there who might not know, a support ticket dataset is a set of information based on the various tickets that have come in during a certain amount of time. In some cases, datasets might cover a single shift, whereas, in others, datasets might cover an entire month, a quarter, or even a year. Based on the size of the data set, businesses are able to extract various types of information from them.

For example: based on a support ticket dataset from the same month last year, companies are able to then anticipate how many tickets are going to come in this year. Next, they can take a look at how long it took their employees to resolve each ticket, and at how many employees they should have working during that shift this year. Naturally, this is just one of the most basic applications of using a support ticket dataset.

If you’re interested, there are also even advanced programs that can handle support ticket classification machine learning. It is possible for businesses to take a look at the number of tickets that came in during the same period of time from last year. Then, they can figure out what percentage of those tickets got escalated to managers and anticipate what their needs are going to be this year. In this manner, the program learns from the previous year and adjusts the expectations for this year. This is one of the most important applications of IT support tickets optimization with machine learning.

The simple reality is that in the future, machine learning is going to play a highly important role in the growth of support ticket optimization. Therefore, it is important for companies to ensure that they get the most out of these advanced programs, so that they can place their support agents into positions to be successful.

NLP Automatic Ticket Assignment

It is extremely important for all businesses to take a look at natural language processing. These are advanced tools that can take a look at language in support tickets as they come in. From there, this program might then be able to route these tickets to the right agent accordingly. Often shortened to NLP automatic ticket assignment, this program can save a lot of time that is usually dedicated to clerical tasks. In the past, companies have had to use employees to manually look at tickets as they come in and sort them accordingly. But now, there are advanced programs like NLP for support tickets available that can automate this process.

The reality is that NLP ticket classification is a vital and extremely useful tool for support agents today. With this tool, companies are able to specialize their agents in various areas. Then, this program will take the tickets that come in and make sure that the appropriate specialist handles each ticket. This can increase first-pass resolution rates, reduce the amount of time it takes to solve each ticket and reduce the percentage of tickets that get escalated to managers. Thus, this program can be used to help a company save time all over the place, freeing up managers and business leaders to focus their time and efforts on more important tasks related to business growth.

Ticket Dump Analysis

‍Finally, it is also important for companies to take advantage of something called a ticket dump analysis. Organizations can take a look at prior support tickets and analyze trends. For instance: using a support ticket classification dataset, businesses are able to calculate the percentage of tickets that get escalated to managers. Additionally, with a support ticket classification Github, businesses can figure out whether there is a trend in the type of tickets that gets escalated to managers. This can help companies to alter and adjust their training, to prevent this from happening in the future.

For both of these reasons, analyzing a ticket classification dataset is critical. This is where a ticket classification machine learning Github tool can be so helpful. Using the right tool, it is possible to conduct ticket volume forecasting. That way, companies will be able to predict how many tickets are going to come in at the same time next year. Then, businesses can also anticipate what types of issues might get escalated to managers. It could even be possible for business leaders to be proactive when it comes to addressing these concerns with their employees. This could reduce ticket resolution time even further, as well as reduce the number of tickets that get escalated to higher levels.

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