The Pending Tickets metric represents the number of support tickets that are awaiting action or response from agents or customers. It is a key indicator of workload and efficiency in customer support operations.
With Databox you can track all your metrics from various data sources in one place.
Used to show a simple Metric or to draw attention to one key number.
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 Pending Tickets using Databox, follow these steps:
Use this free and customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
The Created Tickets by Tag metric displays the number of tickets created within a specific time frame, categorized based on their associated tags. It helps track the volume of tickets related to each tag, aiding in identifying trends and areas that require attention.
The Hours Tracked by Company metric shows the total number of hours logged by all agents in your company for a specific time period, indicating the overall productivity and workload of your team.
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.
Unresolved Tickets by Source shows the number of tickets that haven't been resolved yet, categorized by the channel (e.g. email, phone, chat) they came from.
This metric shows the number of tickets that are currently put on hold classified by their type/category in your Freshdesk account.
This metric shows the number of tickets that have missed their due date, segmented by priority level (low, medium, high, urgent).
The Overdue Tickets by Association Type metric displays the number of tickets that are past their due date, organized by the type of association with your organization (e.g. company, contact, agent).
Unassigned Tickets by Priority metric shows the number of tickets that are yet to be assigned to an agent, grouped by their priority levels. This provides a quick overview of pending high-priority tickets that require immediate attention.