Number of tickets currently open categorized by the source of the customer inquiry. Helps identify areas for improvement in customer support.
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 Open Tickets by Source using Databox, follow these steps:
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.
The Open Tickets by Type metric shows the number of unresolved tickets organized by the categories or types assigned to them, providing insights into common or recurring issues.
The Unresolved Tickets by Tag metric shows the number of open support tickets categorized by tags that have not been resolved by agents in Freshdesk. This helps teams identify which ticket categories require immediate attention and follow-up.
The Unresolved Tickets by Association Type metric indicates the number of tickets that are yet to be resolved based on their association with a certain customer or product.
The Pending Tickets by Association Type metric tracks the number of unresolved tickets in Freshdesk based on the type of association they have (such as a customer, contact, organization, or group).
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.
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.
The Contacts by State metric provides a breakdown of the number of contacts in each state or region, allowing businesses to analyze customer distribution and tailor their support accordingly.