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 customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
Number of tickets currently open categorized by the source of the customer inquiry. Helps identify areas for improvement in customer support.
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 Resolved Tickets by Association Type metric shows the number of tickets resolved and categorized by the association of the requester's organization with the ticket, such as company or product.
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 tickets that are currently put on hold classified by their type/category in your Freshdesk account.
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.