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 Billable Hours by Ticket metric measures the amount of time spent on a ticket that can be charged to the customer or client, providing insights into the profitability of customer support operations.
Open Tickets by Association Type metric in Freshdesk reflects the number of tickets that are currently unresolved and categorized by the type of association - Agent, Group, or Product.
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.
The Resolved Tickets by Company metric in Freshdesk shows the number of tickets resolved by each company, providing a measure of customer satisfaction and support team performance for individual companies.
The Resolved Tickets by Association Type metric shows the number of tickets resolved and categorized by the association of the requester's organization with the ticket, such as company or product.
The On Hold Tickets by Source metric tracks the number of tickets currently on hold, categorized by the channel from which they originated.
The Overdue Tickets by Company metric provides a count of tickets that are past their due date and grouped by company. It helps identify companies that may need additional attention and support to ensure timely resolution of their issues.
The Contacts by Company metric provides insight into the number of unique contacts associated with each company in a Freshdesk account. It helps identify which companies have the most contacts and enables better management of customer relationships.