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.
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 Hours Tracked by Ticket using Databox, follow these steps:
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.
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.
Unresolved Tickets metric represents the number of support queries that are yet to be resolved by the customer support team in Freshdesk.
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.
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.
The Unassigned Tickets by Source metric shows the total number of tickets that are currently unassigned, categorized by the source from which they were received.
The Companies by Account Tier metric categorizes your customer base into different tiers based on their value or engagement level, helping you identify high-value customers and prioritize your efforts accordingly.