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The Helpdesk Ticket Volume report lets you monitor the ticket volume in your helpdesk and analyze key trends associated with tickets created, resolved, unresolved, and reopened. The report gives an overview of when and how ticket inflow increases or decreases and helps you make critical decisions on staffing.
Notes:
- By default, the report displays data for the last 29 days. You can change the date range or apply other group by filters like group name, agent name, or company name.
- As this is a curated report, you can only view the report and export it to your mail id, and download it as PDF. However, you can clone the report and customize it by adding more widgets, metrics or filters.
The report is split into the following tabs:
Overview
The tab gives an overall picture of the number of tickets created, resolved, or reopened.
Use the filter option to choose a time period or specific date range for which you want to see the report. When you filter by time period, the percentage change for each metric is calculated using the number of days in the specified time period compared with the same number of days in the previous time period.
Note: If your SLA policy is associated with Business hours, all these metrics will be calculated based on the Business hour configuration (under Admin > Business Hours) only.
Created
The widget shows the number of tickets created and split by properties like source, status, priority, etc., during the selected time period.
You can see the following widgets here:
- Ticket created trends
The widget shows the trend of tickets created during the selected time period. With this, you can know when the maximum number of tickets were created. For example, if you see an increase in ticket creation during a particular day, you may want to check if there was a system outage. - Tickets created by source
This widget shows the breakup of tickets created during the selected time period based on the source. You can see the channels from where you receive the most number of tickets and need more attention.
Tickets created by Priority
This widget shows the breakup of tickets created during the selected time period based on the ticket priority. For example, you can see the percentage of urgent and high priority tickets created and use the filters to find out if they were resolved.
Tickets created by Status
This widget shows the breakup of tickets created during the selected time period based on the status and identify the status that has the most number of tickets.
For example, if you see that too many tickets are Waiting on third-party, you can consider reducing the dependency on third parties. Similarly, if tickets are Waiting on customer, you can set up an escalation email to be sent automatically to customers when the ticket is in that status for a few days.Tickets created by Type
This widget shows the breakup of tickets created during the selected time period based on the type.
For example, if most of your tickets are related to Payment and credits, it's a good time for you to create FAQs on payments.Tickets created by agent responses
This widget shows the breakup of tickets created during the selected time period based on the number of agent responses received on the ticket. This includes replies and public notes added by the agent. You can use this data to identify tickets that have the highest agent responses.
Resolved
The widget shows the number of tickets resolved and split by properties like source, status, priority, etc., during the selected time period.
You can see the following widgets here:
- Ticket resolved trends
The widget shows the trend of resolved tickets during the selected time period. With this, you can know when the maximum number of tickets were resolved. - Tickets resolved by source
This widget shows the breakup of resolved tickets during the selected time period based on the source. You can see the channels that has the most and least number of tickets resolved.
Tickets resolved by Priority
This widget shows the breakup of resolved tickets during the selected time period based on the ticket priority. For example, you can see how many Urgent and High priority questions were resolved and also see who resolved them.
Tickets resolved by Status
This widget shows the breakup of resolved tickets during the selected time period based on the status and identify the status that has the most number of tickets.
Tickets resolved by Type
This widget shows the breakup of resolved tickets during the selected time period based on the type.
Tickets resolved by agent responses
This widget shows the breakup of resolved tickets during the selected time period based on the number of agent responses received on the ticket. This includes replies and public notes added by the agent.
Unresolved
The widget shows the number of unresolved tickets split by properties like source, status, priority, etc., during the selected time period. These tickets may have been created anytime (inside or outside the selected time period). An unresolved ticket is a ticket with any status other than Resolved or Closed.
You can see the following widgets here:
- Ticket unresolved trends
The widget shows the trend of unresolved tickets during the selected time period. - Unresolved tickets by source
This widget shows the breakup of unresolved tickets during the selected time period based on the source. You can see the channels from that has the most and least number of tickets resolved.
Unresolved tickets by Priority
This widget shows the breakup of unresolved tickets during the selected time period based on the ticket priority.
Unresolved tickets by Status
This widget shows the breakup of unresolved tickets during the selected time period based on the status and identify the status that has the most number of unresolved tickets.
Unresolved tickets by Type
This widget shows the breakup of unresolved tickets during the selected time period based on the type.
For example, if most of your unresolved tickets are 'feature-requests', you can set up a rule to add tags and resolve tickets requesting features that cannot be taken up immediately.Unresolved tickets by age
The widget provides the break up of unresolved tickets by the age of the ticket. This helps you find the oldest in your helpdesk.
Reopened
The widget shows the number of unresolved tickets split by properties like source, status, priority, etc., during the selected time period. These tickets may have been created anytime (inside or outside the selected time period) but should have been reopened in this specified time period.
You can see the following widgets here:
- Ticket reopened trends
The widget shows the trend of reopened tickets during the selected time period. - Tickets reopened by source
This widget shows the breakup of reopened tickets during the selected time period based on the source. You can immediately see if the number of tickets reopened is not proportionate to the number of tickets created through each channel.
For example, if you see that a lot of tickets are created through the phone channel, but they are not reopened as much as others, you can encourage your agents to use the phone channel more. Tickets reopened by Priority
This widget shows the breakup of unresolved tickets during the selected time period based on the ticket priority. For example, you can see how many Urgent and High priority questions were reopened and check the reasons.
Tickets reopened by Status
This widget shows the breakup of reopened tickets during the selected time period based on the status and identify the status that has the most number of reopened tickets.
Tickets reopened by Type
This widget shows the breakup of reopened tickets during the selected time period based on the type.
You can see what type of tickets are reopened the most.
For example, if most of the reopened tickets are related to 'Troubleshooting', it's a good time to create a step-by-step troubleshooting guide that can help agents.Tickets reopened by agent responses
This widget shows the breakup of reopened tickets during the selected time period based on the number of agent responses received on the ticket. This includes replies and public notes added by the agent.No.of time tickets reopened
This widget provides the unresolved count by the number of times the ticket was reopened. If you see a ticket was reoepend regularly, it could indicate that the agent resolved the ticket prematurely.
