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Freshdesk Hours Tracked by Ticket

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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Hours Tracked by Ticket 2.190,879 Start tracking this metric
  • About
  • Tech details
What is "Hours Tracked by Ticket"?
The Hours Tracked by Ticket metric in Freshdesk tracks the time spent by agents in resolving a ticket. It includes the time spent on activities like research, review, and resolution. This metric helps in evaluating the agent performance and identifying areas of improvement in the support process. It also helps in identifying the most time-consuming tickets and optimizing the support process to reduce the time spent on such tickets.
Example: John is a support agent who tracks the hours spent on each ticket. The "Hours Tracked by Ticket" metric helps him to improve his time management skills and set realistic expectations for his clients.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

How to track Hours Tracked by Ticket in Databox?

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:

  1. 1
    Connect Freshdesk that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put Hours Tracked by Ticket on the Performance screen
  6. 6
    Get Hours Tracked by Ticket performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of Hours Tracked by Ticket
Goals

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Scorecards

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Metric Digest

Receive detailed weekly performance updates
Metric Builder

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Data Calculations

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Performance Screen

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Freshdesk integration with Databox Track Hours Tracked by Ticket from Freshdesk in Databox GET STARTED

Basics

  • Description
    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.
  • Category
    Help Desk
  • Subcategory
    Hours
  • Default Format
    Duration
  • Cumulative Support
    Yes
  • Units
    No
  • Granularities
    daily, weekly, monthly, quarterly, yearly, allTime
  • Favorable Trend
    increasing
  • Historical Data
    Yes
  • Changing historical data
    Yes
  • Forecast Support
    Yes
  • Benchmark Support
    No
  • Media Support
    No
  • Dimension
    Yes
  • Metric Type
    event Learn more
  • API Endpoint
    https://{domain}/api/v2/time_entries

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