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Ticket volume trends report helps you understand the overall ticket load of your helpdesk


A Supervisor or a Support manager can make effective decisions on agent count, agent shift timings, CSAT scores, etc based on the load insights.

It gives you an overview of the number of tickets created, resolved, reopened, and unresolved grouped by hour/day/week/month. It also helps you understand the ticket flow in your helpdesk to allocate resources accordingly.


For example, as shown in the graph below, if at a particular time of the day there are more tickets created than the number of tickets resolved, then you can infer that you have to add more agents to work in that particular time period as the volume is high. Also in reverse, if the number of tickets resolved is higher than the number created, then you can split the number of agents working on that time and place them elsewhere.


Based on the data in volume trends you can manage the shifts of the agents and decide whether you require 24/7 services.


You can also compare the number of unresolved tickets at the end of each day and measure productivity of your team.


The various other insights you can get from this report are:

  • When does your agent productivity peak? Are your agents spending time resolving new tickets or existing tickets?
    For example: If the number of old resolved tickets is more than new resolved tickets it means that agents are resolving older issues and not having enough time for newer tickets. This may require a process change or agent hire to resolve the issue

  • What type of tickets or queries do you receive often? For example Billing queries, Delivery issues, etc 

  • From which channel or source do you get the maximum number of tickets?
    Based on this you can allocate the number of agents to work on email, chat, and call channels accordingly.


  • How does your ticket load affect CSAT? 
    If the number of resolved tickets goes up at a particular time, when the CSAT score comes down, then it means that there need to be more agents at that particular time.


The key trends data lets you understand the concern the majority of your customers have so that you can train your team to handle them efficiently.

As a Supervisor, if you want to analyze all of the above metrics for a particular group or agent, then you can use the Interactive filters to choose the group name and the entire report will be displayed based on that group alone.

Trend of tickets received, resolved, and unresolved

You can get a quick view of the received, resolved, and unresolved metrics for a selected time period in this trend report.

 

Metric

Meaning

Comments

Total received tickets

The total number of tickets received in the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter) chosen.

Must decrease over time

Generally, the total number of tickets received increases with the growth of the company. But ideally, with ticket deflection and proactive support, it must decrease over time.

Total resolved tickets

The total number of tickets resolved in the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter) chosen.

Must increase over time

The number of tickets resolved is a way to measure agent productivity. However, it should always be read along with the number of tickets received and the number of agents added to the helpdesk.

Total unresolved tickets

The total number of tickets that remained unresolved at the end of the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter) chosen.

Must decrease over time

Unresolved tickets need to be constantly kept in check as it becomes more and more unmanageable with the growth of the company.