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.
With Databox you can track all your metrics from various data sources in one place.
Used to show a simple Metric or to draw attention to one key number.
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 On Hold Tickets using Databox, follow these steps:
Use this free and customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
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 Pending Tickets by Company metric shows the number of unresolved tickets for each company in a customer support system. This helps track the workload and prioritize tasks.
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 shows the number of closed tickets grouped by their association type (e.g. requester, company, contact, etc.) in order to analyze support trends and performance.
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.
Overdue Tickets by Tag metric shows the number of tickets that have not been resolved within their due date categorized by their respective tags.
The Unassigned Tickets metric shows the number of tickets that have not yet been assigned to an agent or group.