The Open Tickets metric refers to the number of customer support tickets that have not yet been resolved or closed by the support team.
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 Open 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.
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
The Hours Tracked by Ticket metric in Freshdesk tracks the amount of time spent by agents on a particular ticket, providing insight into agent productivity and ticket resolution times.
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.
Resolved Tickets by Priority metric categorizes the resolved tickets based on their priority and shows their count, helping in monitoring and improving the resolution times of high-priority tickets.
Closed Tickets by Tag is a report that shows the number of tickets that have been closed within a specific time period based on the tags assigned to them. It helps measure the efficiency of the support team in resolving issues related to different categories of the tickets.
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 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.
The Unassigned Tickets by Association Type metric helps to track unassigned tickets based on the type of association with a product, category, or other factors in Freshdesk.