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 Created Tickets by Priority metric displays the total number of support tickets created in Freshdesk based on their priority levels (low, medium, high, urgent).
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.
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.
The Resolved Tickets by Tag metric shows the number of tickets that have been resolved, categorized by their respective tags in Freshdesk.
The Overdue Tickets by Source metric shows the number of tickets that have not been resolved by their due date, grouped by the channel they were received from.
Overdue Tickets by Type metric gives the number of unresolved tickets past their due date, categorized by ticket type.
The Unassigned Tickets by Source metric shows the total number of tickets that are currently unassigned, categorized by the source from which they were received.
Unassigned Tickets by Priority metric shows the number of tickets that are yet to be assigned to an agent, grouped by their priority levels. This provides a quick overview of pending high-priority tickets that require immediate attention.