The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
With Databox you can track all your metrics from various data sources in one place.
Used to show a simple Metric or to draw attention to one key number.
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 Hours Tracked using Databox, follow these steps:
Use this free and customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
The Open Tickets metric refers to the number of customer support tickets that have not yet been resolved or closed by the support team.
The Unresolved Tickets by Type metric categorizes unresolved support tickets by their type, such as technical, billing, or general inquiries, giving insight into the types of issues customers are facing and allowing for targeted resolution efforts.
Pending Tickets by Tag is a metric that displays the number of tickets with a specific tag that are currently pending and awaiting action or resolution in Freshdesk.
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.
This metric measures the number of tickets with a specific tag that have been put on hold by agents and are awaiting further action or resolution in Freshdesk.
The On Hold Tickets by Source metric tracks the number of tickets currently on hold, categorized by the channel from which they originated.
The Unassigned Tickets by Tag metric displays the number of unassigned tickets that have specific tags associated with them. This provides a quick overview of which tags have the most unassigned tickets, allowing prioritization of ticket allocation to agents.