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:
The Created Tickets by Tag metric displays the number of tickets created within a specific time frame, categorized based on their associated tags. It helps track the volume of tickets related to each tag, aiding in identifying trends and areas that require attention.
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
The Hours Tracked by Company metric shows the total number of hours logged by all agents in your company for a specific time period, indicating the overall productivity and workload of your team.
The Unresolved Tickets by Tag metric shows the number of open support tickets categorized by tags that have not been resolved by agents in Freshdesk. This helps teams identify which ticket categories require immediate attention and follow-up.
The Closed Tickets by Company metric shows how many tickets were resolved for each company in a specific time frame.
On Hold Tickets metric represents the number of tickets that have been put on hold by agents or customers and are awaiting further action or information.
This metric shows the number of tickets that are currently put on hold classified by their type/category in your Freshdesk account.
Contacts metric in Freshdesk tracks the number of unique individuals who have contacted your support team through various channels like email, phone, chat, or social media. It helps to measure the volume of customer interactions and improve support processes.