The Overdue Tickets by Source metric shows the number of tickets that have not been resolved by their due date, grouped by the channel they were received from.
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 Overdue Tickets by Source 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 Tracked by Company is a metric that measures the amount of time spent by company employees on tasks that are not directly billable to clients or customers. It helps businesses understand how much non-revenue generating work is being done by staff.
The Open Tickets metric refers to the number of customer support tickets that have not yet been resolved or closed by the support team.
The Unresolved Tickets by Priority metric shows the number of tickets that are currently open and have not been resolved, categorized by their priority level. It provides a quick overview of the support team's workload and helps identify areas that may require attention.
Resolved Tickets is a measure of the total number of support tickets that have been successfully resolved and closed within a defined period of time.
This metric measures the number of tickets with a specific tag that have been put on hold by agents and are awaiting further action or resolution in Freshdesk.
Overdue Tickets by Type metric gives the number of unresolved tickets past their due date, categorized by ticket type.
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.