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.
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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:
The Created Tickets metric in Freshdesk measures the total number of new support requests submitted by customers over a certain period of time.
The Created Tickets by Company metric in Freshdesk displays the total number of tickets created by each company over a specific period, allowing you to track ticket volume for each company and assess their support needs.
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.
The Created Tickets by Type metric shows the number of new tickets generated in each category or type in a given period, providing insights into the nature of customer issues and allowing for targeted support.
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.
The Billable Hours by Company metric is a measurement of the total hours worked on billable tasks per company. It indicates the revenue generated by each company and helps in evaluating profitability and resource allocation.
The Unassigned Tickets metric shows the number of tickets that have not yet been assigned to an agent or group.
The Unassigned Tickets by Association Type metric helps to track unassigned tickets based on the type of association with a product, category, or other factors in Freshdesk.