The Unresolved Tickets by Priority metric shows the number of tickets that are currently open and have not been resolved, categorized by their priority level. It provides a quick overview of the support team's workload and helps identify areas that may require attention.
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 Priority using Databox, follow these steps:
The Created Tickets by Priority metric displays the total number of support tickets created in Freshdesk based on their priority levels (low, medium, high, urgent).
The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.
Non-billable hours metric is a measure of the time spent by employees on non-billable activities such as training, meetings, admin work, etc. It helps organizations track productivity and efficiency.
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.
This metric measures the number of tickets that are currently on hold based on the type of association, such as customer or product.
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.
The Companies metric in Freshdesk is a count of the total number of unique companies (organizations) that have been created and interacted with in the helpdesk, including tickets, contacts, and other activities.
The Companies by Industry metric in Freshdesk provides a breakdown of the number of companies associated with each industry segment, helping businesses identify trends and opportunities for improved customer support.