Case Quality Evaluator

Freshservice Ticket ID Use a Freshservice number such as INC-31379 or 31379. Import & Generate pulls the ticket, auto-populates fields below, and runs the QA review immediately.

View Sanitized Input (what is actually sent to the model)

Review Imported Fields

Analyst Name Auto-filled from the Freshservice assigned agent. Override here if needed. Case Reference / Ticket ID Optional but used for resolution scoring and file naming. Method Description Short description of the alert/method and what triggered it. Method Recommendation The analyst's recommendation exactly as written. Scored separately against the matrix. Timeline of Events Chronological timeline of what happened. Investigation Conducted Investigation steps taken, data sources checked, and how each assertion is supported. Key Details Who, what, where, when, why, how — host, user, IP, hash, process, etc.

Status of Case Closed, or still pending client response. Resolution Status Determines the Recommendation and Response Actions scoring path.

Resolution Note Final resolution / closure note, ideally with unique case identifiers.

Time Taken to Action e.g. "1h 12m to isolate". SLA Threshold 2-hour SLA threshold status.

Response Actions Select all that apply.

Isolation performed Customer called Suppression flagged Suppression rule created Playbook updated No response action expected

Client Follow-up Notes Client emails, call logs, client response timestamps, analyst follow-up, or pending-client context. Leave blank if no client interaction was required.

Optional controls

Model Editable — or use Detect Model to populate from your account.

Temperature Max output tokens

Additional reviewer instruction

Generated report will appear here.

The generated review must be checked by the reviewer before operational use.

Generated QA Review