Ticket Pro: analytics, support hours and SLA

Ticket Pro adds numbers and rules to the ticket system: see how quickly your team replies, define when you're available and let yurna raise the alarm when a ticket waits too long. Everything lives under Dashboard → Support → Tickets in the Analytics and Support hours & SLA tabs.

Analytics#

At /dashboard/<server>/tickets/auswertung you pick the period at the top (7 days, 30 days, 90 days, 1 year) and see:

• Key figures: new and closed tickets, avg. first response (with median), avg. handling time, avg. rating, tickets open right now, comments and – if set up – the share of SLA met.
• Charts of new and closed tickets over time.
• By category: which requests come in most often and how well they go.
• Team leaderboard: who claimed, closed and how fast they replied, with average rating (Full Moon).
• Rating comments from the rating DM sent after closing.
• Export CSV (Full Moon).

Response time runs from opening to the first message by a team member – in Discord or in the dashboard.

Setting up support hours#

1. Open the Support hours & SLA tab and turn on Use support hours.
2. Choose the Time zone. yurna handles daylight saving time for you.
3. In the Weekly schedule, add up to four time windows per day. Tue–Fri like Monday saves typing; a window may run into the next day.
4. Under Holidays & days off, add days when nobody is around.
5. Choose what happens outside support hours: Notice only (the ticket opens and shows “We'll reply from …”) or Block category (the panel button declines and shows only the member when you're back).
6. Optionally add a Notice text, e.g. an emergency contact.

Setting up SLA & escalation#

1. In the same tab, turn on Monitor SLA.
2. Under First reply at the latest after, pick a preset from 15 minutes to 1 day or a custom value (5 minutes to 7 days). When support hours are active, only time within them counts.
3. Decide what happens when the target is missed: ping roles in the ticket channel (up to 10), send an alert with a link to a team channel and/or set the priority to “High”.

Each ticket is escalated at most once; the first team message stops the clock. The SLA applies to tickets opened after you switch it on.

Transcript search#

On the Inbox & settings tab, the Transcript search lets you search the messages of all closed tickets (from 2 characters, Full Moon).

Premium#

See also#

• Setting up tickets
• Plans and limits
• Statistics