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Freshdesk Overdue Tickets by Priority

This metric shows the number of tickets that have missed their due date, segmented by priority level (low, medium, high, urgent).

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Overdue Tickets by Priority 2.190,879 Start tracking this metric
  • About
  • Tech details
What is "Overdue Tickets by Priority"?
The Overdue Tickets by Priority metric in Freshdesk is a measure that shows the number of overdue tickets in each priority category. It helps agents and managers to monitor the performance of the support team, prioritize work and ensure that high priority tickets are resolved quickly. High numbers in any priority category could indicate issues with workload management or resource allocation, and may require immediate attention to prevent SLA breaches or dissatisfied customers.
Example: A company uses the Overdue Tickets by Priority metric to identify high priority tickets that have been neglected for too long, enabling them to quickly allocate resources to resolve urgent customer issues.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

How to track Overdue Tickets by Priority in Databox?

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 Overdue Tickets by Priority using Databox, follow these steps:

  1. 1
    Connect Freshdesk that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put Overdue Tickets by Priority on the Performance screen
  6. 6
    Get Overdue Tickets by Priority performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of Overdue Tickets by Priority
Goals

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Metric Digest

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Data Calculations

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Performance Screen

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Freshdesk integration with Databox Track Overdue Tickets by Priority from Freshdesk in Databox GET STARTED

Basics

  • Description
    This metric shows the number of tickets that have missed their due date, segmented by priority level (low, medium, high, urgent).
  • Category
    Help Desk
  • Subcategory
    Tickets
  • Cumulative Support
    No
  • Units
    No
  • Granularities
    daily, weekly, monthly, quarterly, yearly, allTime
  • Favorable Trend
    decreasing
  • Historical Data
    No
  • Changing historical data
    No
  • Forecast Support
    Yes
  • Benchmark Support
    No
  • Media Support
    No
  • Dimension
    Yes
  • Metric Type
    current Learn more
  • API Endpoint
    https://{domain}/api/v2/tickets

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