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.
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 Overdue Tickets by Source using Databox, follow these steps:
The Created Tickets by Association Type metric displays the number of tickets created based on the association type (e.g., customer, contact, company) within a specific time frame.
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 Open Tickets by Type metric shows the number of unresolved tickets organized by the categories or types assigned to them, providing insights into common or recurring issues.
The Pending Tickets by Association Type metric tracks the number of unresolved tickets in Freshdesk based on the type of association they have (such as a customer, contact, organization, or group).
The Resolved Tickets by Source metric shows the number of support tickets that have been resolved within a specific time frame, grouped by the source from which they originated (e.g. email, phone, chat, social media).
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 Unassigned Tickets by Source metric shows the total number of tickets that are currently unassigned, categorized by the source from which they were received.
Unassigned Tickets by Type metric displays the total number of tickets that have not yet been assigned to any agent, categorized by their respective ticket types.