Note: This feature is in beta and is being rolled out in batches. Head over to the community discussion here to share your feedback.


Ticket volume trends show which hour/day/week/month/quarter receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. This report helps you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.


AccessPlans
ReportSprout +
Ticket Drill-downGarden +


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.



The report shows you the trend of the number of tickets created in the helpdesk, the number of tickets resolved and the number of unresolved tickets remaining at the end of the time breakdown. You can see the numbers breakdown for day/week/month/quarter trend using the widgets in the report. You can also filter the tickets received and resolved based on ticket properties. 


Ticket deep-dive will help you to pull up a list of tickets based on the required properties for you to work on them immediately. For example, if the number of tickets received on a particular day is too high, you can click on the corresponding 'tickets received' widget and expand the 'Show Tabular Data' accordion and find out if all the tickets were about one particular issue.


Please note that the tickets pulled up by clicking on the 'unresolved' bar might sometimes have 'Resolved' or 'Closed' tickets. This happens because the graph shows unresolved tickets as of the last day in the selected time period, and the tickets pulled in deep dive show the current status of the ticket.


'Day of the week' and 'Hour of the day' trend of tickets received and resolved


The quick view lets you see the time and day when most tickets were received and resolved.


Most tickets were received aroundA sum of tickets received in each hour across all the days in the selected period is taken, and the hour with the maximum number of tickets received is shown
Most tickets were resolved aroundA sum of tickets resolved in each hour across all the days in the selected period is taken, and the hour with the maximum number of tickets resolved is shown
Most tickets were received onA sum of tickets received in each day of the week across the weeks in the selected period is taken, and the day of the week with the maximum number of tickets received is shown
Most tickets were resolved on
A sum of tickets resolved in each day of the week across the weeks in the selected period is taken, and the day of the week with the maximum number of tickets resolved is shown


In the selected time period, the total number of tickets received and resolved for each day of the week and each hour of the day is shown (Time of the day depends on your account's timezone). 


You can get various insights from this report like:

  • how many tickets you receive on a Monday (or any day of the week's) morning, 
  • when your agent productivity peaks, 
  • which hour of which day receives too many tickets but has barely any people to handle it, etc.

Depending on these insights you can figure out which time/day needs more agents or if you need to have a 24X7 support. You can also figure out the right time for tickets to come in and communicate that with the customer.