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Freshdesk Overdue Tickets by Source

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.

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Overdue Tickets by Source 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "Overdue Tickets by Source"?
The Overdue Tickets by Source metric in Freshdesk shows the number of tickets that have not been resolved or closed within the specified due date, grouped by their source of origin, such as phone, email, chat, or social media. This helps support teams identify which sources require more attention to avoid delays in addressing customer issues and staying on top of their workload.
Example: Overdue tickets by source can help identify if there is an issue with a particular source of tickets causing delays in resolution, such as tickets submitted through a specific channel or by a specific team.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

How to track Overdue Tickets by Source 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 Source 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 Source on the Performance screen
  6. 6
    Get Overdue Tickets by Source performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of Overdue Tickets by Source
Goals

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Scorecards

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Metric Digest

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Metric Builder

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Data Calculations

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Performance Screen

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

General

  • Description
    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.
  • Category
    Help Desk
  • Subcategory
    Tickets

Specification

  • Metric Type
    current
  • Dimensional
    Yes
  • Decimal Digits
    No
  • Currency Units
    No
  • Granularities
    Daily, weekly, monthly, quarterly, yearly and all-time.
  • Custom Relative Periods
    Yes
  • Data Availability
    At sync, it ranges from now to now.
  • Retroactive Data Updates
    Newly synced data is merged with existing data, replacing values for matching periods.
  • Future Data Available
    No

Visualization

  • Cumulative Graph
    No
  • Favorable Trend
    decreasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    No

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