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Freshdesk Hours Tracked by Ticket

The Hours Tracked by Ticket metric in Freshdesk tracks the amount of time spent by agents on a particular ticket, providing insight into agent productivity and ticket resolution times.

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Hours Tracked by Ticket 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "Hours Tracked by Ticket"?
The Hours Tracked by Ticket metric in Freshdesk tracks the time spent by agents in resolving a ticket. It includes the time spent on activities like research, review, and resolution. This metric helps in evaluating the agent performance and identifying areas of improvement in the support process. It also helps in identifying the most time-consuming tickets and optimizing the support process to reduce the time spent on such tickets.
Example: John is a support agent who tracks the hours spent on each ticket. The "Hours Tracked by Ticket" metric helps him to improve his time management skills and set realistic expectations for his clients.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

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

Set Goals to track and improve your performance
Scorecards

Get your daily progress every morning with Scorecards
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 Hours Tracked by Ticket from Freshdesk in Databox GET STARTED

General

  • Description
    The Hours Tracked by Ticket metric in Freshdesk tracks the amount of time spent by agents on a particular ticket, providing insight into agent productivity and ticket resolution times.
  • Category
    Help Desk
  • Subcategory
    Hours

Specification

  • Metric Type
    event
  • 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 3 years ago to now.
  • Retroactive Data Updates
    Existing data is purged in favor of the most recent synced data.
  • Future Data Available
    No

Visualization

  • Default Format
    Duration
  • Cumulative Graph
    Yes
  • Favorable Trend
    increasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    No

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