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:
The Created Tickets by Priority metric displays the total number of support tickets created in Freshdesk based on their priority levels (low, medium, high, urgent).
The Created Tickets by Association Type metric displays the number of tickets created based on the association type (e.g., customer, contact, company) within a specific time frame.
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.
Unresolved Tickets metric represents the number of support queries that are yet to be resolved by the customer support team in Freshdesk.
The On Hold Tickets by Company metric tracks the number of open support tickets that are currently on hold for each company in your Freshdesk account.
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.
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.