You can customize how tickets are displayed and get processed in Ticket settings. All you need to do is:
1. Go to Menu in the top right of your screen
2. Choose Settings icon
3. Open Tickets tab in Settings
1) Excluded Tickets
You can exclude a certain type of tickets from Scorecard by adding tags. Tickets containing tags will be ignored by Kaizo.
2)Tickets Formatting Options
Define how tickets shall be displayed within Kaizo. To do that you can add separate Fields to Ticket view and (re)arrange their order by drag & drop. Check how the ticket will be displayed in the Demo ticket view.
3. Amount of Tickets Rated
You can also define the number of tickets that should be ranked every week. Set up your amount of tickets rated by simply selecting the percentage or numbers of tickets you would like each agent to rate weekly.