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Freshdesk Unassigned Tickets by Tag

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.

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Unassigned Tickets by Tag 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "Unassigned Tickets by Tag"?
The Unassigned Tickets by Tag metric in Freshdesk provides insights on the number of tickets that have not been assigned to any agent yet, categorized by their tags. This metric helps support teams to prioritize their work based on the type of ticket and urgency, and to ensure that unassigned tickets are addressed in a timely manner. By analyzing this metric, support managers can identify patterns in the types of tickets that are commonly left unassigned and take corrective actions such as adjust their agent workload or create new escalation rules to reduce the time it takes to resolve these issues.
Example: The Unassigned Tickets by Tag metric can help identify and prioritize urgent customer issues that require immediate attention by support agents, improving overall customer satisfaction.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

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

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Scorecards

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Metric Digest

Receive detailed weekly performance updates
Metric Builder

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Data Calculations

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Performance Screen

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Freshdesk integration with Databox Track Unassigned Tickets by Tag from Freshdesk in Databox GET STARTED

General

  • Description
    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.
  • 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
    increasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    No

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