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.
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
Open Tickets by Priority metric shows the number of tickets that are currently open and categorized by priority level in Freshdesk.
The Unresolved Tickets by Association Type metric indicates the number of tickets that are yet to be resolved based on their association with a certain customer or product.
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 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 Unassigned Tickets by Company metric in Freshdesk shows the number of unresolved tickets that are yet to be assigned to any agent or team, grouped by the companies they are associated with.
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.
The Companies by Health Score metric in Freshdesk measures the overall health of a company's support interactions, ranging from excellent to poor, based on factors such as response times, resolution rates, and customer satisfaction.