AI-powered quality assessment for service tickets
Neo's Ticket QA feature automates the quality review process for completed tickets, analyzing them against predefined standards and best practices to ensure consistency and excellence in service delivery. By examining ticket content, communication style, resolution steps, and documentation quality, Neo can identify areas of excellence and opportunities for improvement in how your team manages support interactions. This objective evaluation helps maintain high service standards, provides coaching opportunities for technicians, and identifies patterns that can inform process improvements across your service desk.
Customize your ticket quality assessment instructions to match your service standards. Define scoring scales (0-10, 1-5, etc.), evaluation criteria (resolution timeliness, communication quality, etc.), and specific scoring rules that align with your organization's unique service delivery requirements.
Choose which tickets should be evaluated by configuring workflow triggers, such as analyzing tickets when they're closed or when specific status changes occur. You can target tickets in particular queues, boards, or with certain characteristics to focus your quality assessment efforts.
Configure how scores should be recorded by enabling the option to store QA results in your PSA system. Define a custom field name for the score value, allowing you to track quality metrics over time and create reports on technician performance and service quality trends.
Establish processes for reviewing QA results and sharing feedback with technicians. Set up notifications for scores below certain thresholds to prompt immediate review, and integrate QA scores into your regular performance reviews to drive continuous service improvement.
The QA system evaluates based on information visible in the ticket; ensure technicians document their work thoroughly for accurate scoring.
Invest time in crafting detailed scoring criteria that reflect your service standards to get the most meaningful results.
Consider enabling the option to exclude delays caused by clients or vendors from negatively impacting scores for fair technician evaluation.
QA scores and reasoning are added as internal notes by default; consider who needs visibility to these notes in your PSA system.
