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Ticket QA

The Ticket QA action reviews completed tickets and gives them a quality score based on your standards. It helps ensure your team is handling tickets consistently and identifies areas for improvement.

Why is it useful?

This action helps maintain and improve the quality of your ticket handling by:

  • Automating Reviews: Systematically checking tickets based on your criteria
  • Ensuring Consistency: Applying the same standards across all tickets and technicians
  • Providing Feedback: Giving clear explanations for scores to help with training
  • Tracking Quality: Storing scores in your PSA for reporting and trend analysis
info

This action is available only as a Triggered action in a workflow. Let us know if you'd like to use it as a Scheduled one.

What It Does​

The Ticket QA action:

Reviews Ticket Quality: Analyzes completed tickets to see how well they were handled

Gives Scores: Assigns a numerical quality score based on your criteria

Explains Reasoning: Provides detailed explanations for why each score was given

Saves Results: Can store the scores and explanations in custom fields on your tickets

Considers Context: Can include Neo Agent's own work in the review if needed

How It Works​

Step 1: Ticket Review​

The action examines each ticket's content, including notes, resolution details, and communication history.

Step 2: Quality Assessment​

Using your scoring criteria, it evaluates different aspects of the ticket handling, such as:

  • How clear and complete the resolution was
  • Whether updates were timely
  • If communication was professional and helpful

Step 3: Score Assignment​

Based on your scale (like 1-5 or 1-100), it assigns an overall quality score.

Step 4: Reasoning Documentation​

It explains why the score was given, highlighting what was done well and what could be improved.

Step 5: Results Storage​

If configured, it saves the score and explanation in custom fields on the ticket for future reference.

Configuration Options​

Scoring Instructions​

Your Quality Criteria: Define what makes a good ticket resolution. Be specific about:

  • What aspects to evaluate (resolution clarity, response time, professionalism)
  • Your scoring scale (1-5, 1-100, etc.)
  • What each score level means

Example Default Criteria:

  • Resolution Quality (50% weight): How clear and complete was the solution?
  • Response Time (30% weight): Were updates provided promptly?
  • Professional Communication (20% weight): Was communication courteous and helpful?

Storage Options​

Save Score to Ticket: Store the numerical score in a custom field Save Explanation to Ticket: Store the detailed reasoning in a separate custom field Custom Field Names: Specify which fields to use for storing results

Review Scope​

Include Neo Agent's Work: Choose whether to include Neo Agent's automated actions in the quality review

What You'll Get​

After the action runs, you'll see:

  • Event History: Summary of all scores and explanations
  • Internal Reports: Detailed quality assessments for your team
  • Ticket Updates: Scores and explanations saved to your PSA (if configured)

Common Use Cases​

Routine Quality Reviews​

When: Tickets are marked as resolved or closed What it does: Automatically reviews each completed ticket and assigns a quality score Result: Consistent quality assessment without manual review time

Specific Category Reviews​

When: Tickets of certain types are completed (like "Major Incident" or "VIP Customer") What it does: Applies stricter quality criteria to important ticket categories Result: Higher quality standards for critical issues

Neo Agent Performance Monitoring​

When: After Neo Agent has worked on tickets automatically What it does: Reviews the quality of Neo Agent's automated responses and actions Result: Ensures automated work meets your quality standards

Best Practices​

Be Specific with Criteria: Clearly define what you're measuring and what each score means. Vague instructions lead to inconsistent results.

Use Appropriate Fields: Make sure the custom fields you choose for storing results are set up as text fields in your PSA.

Store Both Score and Reasoning: Save both the numerical score and the detailed explanation - the reasoning is valuable for coaching and improvement.

Start Simple: Begin with basic criteria and refine them over time based on the results you get.

Review Results Regularly: Check the Event History to see how the scoring is working and adjust your criteria as needed.

Share Criteria with Team: Make sure your technicians understand how their work is being evaluated.

Sample Scoring Criteria​

Here's an example of clear, specific criteria you might use:

Resolution Quality (50% importance):

  • Score 5: Solution is complete, clear, and easy to follow
  • Score 4: Solution is good but missing minor details
  • Score 3: Solution is adequate but could be clearer
  • Score 2: Solution is confusing or incomplete
  • Score 1: Solution is unclear or incorrect

Response Time (30% importance):

  • Score 5: All updates were prompt and kept everyone informed
  • Score 4: Updates were mostly timely
  • Score 3: Some delays in communication
  • Score 2: Significant delays in updates
  • Score 1: Poor communication throughout

Professionalism (20% importance):

  • Score 5: Communication was professional, helpful, and courteous
  • Score 4: Communication was professional and appropriate
  • Score 3: Communication was acceptable but could be warmer
  • Score 2: Communication lacked professionalism
  • Score 1: Communication was inappropriate or unhelpful