On Hold Tickets by Priority is a support metric that measures the number of tickets on hold for each priority level, indicating the urgency and workload of the support team.
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 On Hold Tickets by Priority using Databox, follow these steps:
The Created Tickets by Status metric displays the number of tickets that have been created in each status category (open, pending, resolved, closed) within a specified time frame.
The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
Non-billable hours metric is a measure of the time spent by employees on non-billable activities such as training, meetings, admin work, etc. It helps organizations track productivity and efficiency.
Number of tickets currently open categorized by the source of the customer inquiry. Helps identify areas for improvement in customer support.
Pending Tickets by Tag is a metric that displays the number of tickets with a specific tag that are currently pending and awaiting action or resolution in Freshdesk.
The Closed Tickets by Type metric provides the number of tickets of each type that have been resolved or closed within a given time frame, allowing for easy monitoring of ticket trends and response times.
The Overdue Tickets by Association Type metric displays the number of tickets that are past their due date, organized by the type of association with your organization (e.g. company, contact, agent).
The Unassigned Tickets by Company metric in Freshdesk shows the number of unresolved tickets that are yet to be assigned to any agent or team, grouped by the companies they are associated with.