Freshdesk's Top Customer Analysis helps you understand which customers have had the most interactions with your agents, as well as letting you see trends in the kinds of tickets they've raised.


Your top 5 customers (as well as your bottom 5 customers) will be displayed, based on the following metrics:

Metrics
What it means
Tickets submitted Number of tickets created by the customer through any channel during the selected time period
Tickets resolved Number of tickets raised by the customer that were resolved during the selected time period
Tickets unresolved Number of tickets that were not resolved at the end of the selected time period
Tickets reopened Number of tickets reopened by the customer in the selected time period
Response SLA violations (%)

Percentage of tickets raised that were not responded to within SLA during the selected time period

Resolution SLA violations (%) Percentage of the tickets raised that were not resolved within SLA during the selected time period
Customer responses

Number of responses sent by the customer on the tickets they raised during the selected time period

Agent responses

Number of responses made by the agent on the customer's tickets during the selected time period


You can use the filters to dig deeper and find out answers to specific questions, such as which company creates the most high-priority tickets.



You can toggle between the highest and lowest customers in each metric by clicking on the sort icon in the upper-right. You can also click on each bar in the graph to see the corresponding tickets and take action immediately. 



Top customer analysis helps you understand which customers are drawing the most attention from your agents. This report lets you view the performance of your customers when you have them grouped as companies.


You can see your top 5 and bottom 5 customers based on the following metrics:

Top and Bottom 5 customers based on What it means
Tickets submitted Top/bottom customers based on the number of tickets created by the customer through any channel during the selected time period.
Tickets resolved

Top/bottom customers based on the number of tickets raised by the customer that were resolved during the selected time period.

Tickets unresolved Top/bottom customers based on the number of tickets that were not resolved at the end of the selected time period.
Tickets reopened Top/bottom customers based on the number of tickets reopened by the customer in the selected time period.
Response SLA violations %

Top/bottom customers based on the percentage of the tickets they raised that were not responded to within SLA during the selected time period.

Resolution SLA violations % Top/bottom customers based on the percentage of the tickets they raised that were not resolved within SLA during the selected time period.
Customer responses

Top/bottom customers based on the number of responses sent by the customer on the tickets they raised during the selected time period.

Agent responses

Top/bottom customers based on the number of responses made by the agent on the customer's ticket during the selected time period.


You can use the filters to dig deeper and find out answers to specific questions like which company creates the most number of high-priority tickets.



You can toggle between the top 5 and bottom 5 customers in each metric by clicking on the sort button in the top right corner. You can also click on each bar in the graph to see the corresponding tickets and take action immediately.