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 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.
Non-Billable Tracked by Ticket is a metric used by Freshdesk to measure time spent by agents on activities that are not billable to clients/customers, such as internal consultations or training.
Open Tickets by Priority metric shows the number of tickets that are currently open and categorized by priority level in Freshdesk.
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 Pending Tickets by Source metric displays all the open support tickets in Freshdesk grouped by the source they are received from, allowing for easy tracking of ticket volume and trends.
The Closed Tickets by Priority metric tracks the number of resolved tickets based on their level of priority, allowing teams to identify which issues were resolved with the highest level of urgency.
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.