Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
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 Created Tickets by Source using Databox, follow these steps:
The Created Tickets by Status metric displays the number of tickets that have been created in each status category (open, pending, resolved, closed) within a specified time frame.
The Hours Tracked by Ticket metric in Freshdesk tracks the amount of time spent by agents on a particular ticket, providing insight into agent productivity and ticket resolution times.
Billable Hours is a measure of the amount of time spent by an agent working on customer issues that can be charged to the customer. It helps assess the productivity and profitability of the support team while ensuring accurate billing and revenue recognition.
Non-billable hours metric is a measure of the time spent by employees on non-billable activities such as training, meetings, admin work, etc. It helps organizations track productivity and efficiency.
Pending Tickets by Type metric displays the number of open tickets organized by their types that are still awaiting resolution or response from agents.
The Resolved Tickets by Company metric in Freshdesk shows the number of tickets resolved by each company, providing a measure of customer satisfaction and support team performance for individual companies.
Overdue Tickets by Type metric gives the number of unresolved tickets past their due date, categorized by ticket type.
Unassigned Tickets by Priority metric shows the number of tickets that are yet to be assigned to an agent, grouped by their priority levels. This provides a quick overview of pending high-priority tickets that require immediate attention.