Understand criticality of support tickets through one icon. Heat map analyzes various factors like the status of the ticket, SLA of the ticket, the priority of the ticket, number of unanswered messages and customer’s emotional state to help the agents identify the next best ticket to be addressed. It helps in faster ticket resolution by assisting agents to prioritize tickets and focus on crucial tickets first. Heat index signifies ticket criticality in a specific color code to visually highlight urgent tickets.