The Computacenter Ticket Health application enables support teams and interested stakeholders to view, measure and report upon the handling of support tickets. This promotes timely and well-informed handling of these issues and benefits service providers, support staff and ultimately the end users of the service.

The Computacenter Ticket Health application is a means of ensuring that tickets in certain groups are being well-handled.

It performs the following functions

Gathers "health" information for each ticket and compares them to a set of rules which assign a Health state of Red, Amber or Green
Health rules can be tailored to target very specific ticket types and statuses making the results of the analysis more relevant and useful
Tracks the health status over time and can move the ticket through escalation levels, if a poor health state persists for a certain time
Generates email notifications for escalated tickets, targeted at increasingly senior recipients for higher escalation levels
Collects daily summary information for health metrics per tracked queue (assignment group)
Provides dashboards showing point in time information as well as trends over previous days and weeks