The Billable Hours by Ticket metric measures the amount of time spent on a ticket that can be charged to the customer or client, providing insights into the profitability of customer support operations.
With Databox you can track all your metrics from various data sources in one place.
Used to show comparisons between values.
Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.
To track Billable Hours by Ticket using Databox, follow these steps:
Open Tickets by Association Type metric in Freshdesk reflects the number of tickets that are currently unresolved and categorized by the type of association - Agent, Group, or Product.
The Pending Tickets by Source metric displays all the open support tickets in Freshdesk grouped by the source they are received from, allowing for easy tracking of ticket volume and trends.
The Resolved Tickets by Source metric shows the number of support tickets that have been resolved within a specific time frame, grouped by the source from which they originated (e.g. email, phone, chat, social media).
The Resolved Tickets by Association Type metric shows the number of tickets resolved and categorized by the association of the requester's organization with the ticket, such as company or product.
The Closed Tickets by Company metric shows how many tickets were resolved for each company in a specific time frame.
The Closed Tickets by Type metric provides the number of tickets of each type that have been resolved or closed within a given time frame, allowing for easy monitoring of ticket trends and response times.
The Overdue Tickets metric measures the number of tickets that have surpassed their due date and have not been resolved or closed.
Unassigned Tickets by Type metric displays the total number of tickets that have not yet been assigned to any agent, categorized by their respective ticket types.