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:
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
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.
The Pending Tickets metric represents the number of support tickets that are awaiting action or response from agents or customers. It is a key indicator of workload and efficiency in customer support operations.
The Resolved Tickets by Company metric in Freshdesk shows the number of tickets resolved by each company, providing a measure of customer satisfaction and support team performance for individual companies.
This metric shows the number of resolved support tickets based on the channel through which they were received, such as email, phone, chat, or web portal.
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.
Overdue Tickets by Tag metric shows the number of tickets that have not been resolved within their due date categorized by their respective tags.
This metric shows the number of tickets that have missed their due date, segmented by priority level (low, medium, high, urgent).