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.
Billable Hours is a measure of the amount of time spent by an agent working on customer issues that can be charged to the customer. It helps assess the productivity and profitability of the support team while ensuring accurate billing and revenue recognition.
The Open Tickets by Company metric in Freshdesk shows the number of unresolved tickets associated with each company that have not yet been closed or resolved by agents.
The Unresolved Tickets by Type metric categorizes unresolved support tickets by their type, such as technical, billing, or general inquiries, giving insight into the types of issues customers are facing and allowing for targeted resolution efforts.
The Pending Tickets by Source metric displays all the open support tickets in Freshdesk grouped by the source they are received from, allowing for easy tracking of ticket volume and trends.
The Closed Tickets by Priority metric tracks the number of resolved tickets based on their level of priority, allowing teams to identify which issues were resolved with the highest level of urgency.
The Closed Tickets by Type metric provides the number of tickets of each type that have been resolved or closed within a given time frame, allowing for easy monitoring of ticket trends and response times.
This metric shows the number of closed tickets grouped by their association type (e.g. requester, company, contact, etc.) in order to analyze support trends and performance.
The Unassigned Tickets by Tag metric displays the number of unassigned tickets that have specific tags associated with them. This provides a quick overview of which tags have the most unassigned tickets, allowing prioritization of ticket allocation to agents.