Operations Distribution Suite — Matrack Tickets

Filters, dedupes & fairly distributes support tickets across the team

Data Source

Click or drag & drop
XLS, XLSX, or CSV

Pipeline

File loaded

Duplicates highlighted

Duplicates removed

Filters applied

Distributed to agents

Statistics

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Total rows

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Duplicates

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Unique

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After filter

1Highlight Duplicates

2Remove Duplicates

Keeps first occurrence of each Ticket ID

3Subject Filters

Custom keywords

4User Filters

Custom keywords

5Apply Filters

6Agents & Distribute

Agent Roster

Toggle Full / Half shift per agent above, then distribute.

Data Source

Click or drag & drop
Zendesk call transcript CSV export

Expects columns: ID, Status, Satisfaction, Subject, Requester, Requested, Assignee. No manual Text-to-Columns needed — parsing happens automatically below.

Pipeline

File loaded

Subjects parsed

PST window applied

Priority matched (optional)

Distributed to reviewers

Statistics

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Total rows

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Unparsed

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Parsed

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In window

1Parse Subjects

Extracts phone, date, time & agent from the Subject field. Only true exact duplicates (same ID and same Subject) are dropped — two different calls sharing a ticket number are both kept.

2PST Review Window

Call timestamps are recorded in PST/PDT. The window is always 5pm the day before → 5pm the date below. Since you're in IST, this is usually yesterday's date — pre-filled for you.

Review up to (PST date)

3Priority — sentiment report

Optional. Upload a report with Zendesk Ticket, Call Owner, Sentiment, Clarity, Empathy, Product Knowledge, Compliance, Compliance Gaps, Suggestions. Matched by ticket number — if a ticket has multiple distinct calls logged, each shows up separately with its own agent. Skip this step to distribute without priority scoring.

Click or drag & drop
Sentiment/ratings report (.csv or .xlsx)

4Reviewers & Distribute

Reviewer Roster

Toggle Full / Half day per reviewer above, then distribute. Clean Low-priority calls (when priority data is loaded) are auto-cleared and skip reviewers entirely. A ticket with multiple calls is spread across different reviewers rather than piled onto one person.

No file loaded

Select a brand above, then upload
an XLS, XLSX, or CSV file to begin.