The Unresolved Tickets by Company metric shows the number of support tickets that are still open or pending for each company or organization that has filed a ticket with your Freshdesk account.
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 Unresolved Tickets by Company using Databox, follow these steps:
The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
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 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.
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.
Closed Tickets by Tag is a report that shows the number of tickets that have been closed within a specific time period based on the tags assigned to them. It helps measure the efficiency of the support team in resolving issues related to different categories of the tickets.
On Hold Tickets by Priority is a support metric that measures the number of tickets on hold for each priority level, indicating the urgency and workload of the support team.
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.
The Unassigned Tickets metric shows the number of tickets that have not yet been assigned to an agent or group.