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The Helpdesk Ticket Volume report in Analytics gives you an overview of your helpdesk and all the important metrics associated with creating and resolving tickets. This includes the number of tickets, created, resolved or reopened. Each metric can be further analyzed based on various ticket properties like source, type, priority, status, and the number of responses.

For example as a Supervisor, if you notice that there are many urgent priority tickets and L1 type of tickets getting raised, then you can check if there is a downtime or if there is a major issue to be addressed.

 

You can choose a time period or the specific date range for which the report has to be generated using the Filter option. 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. 

 

You can use the Export PDF option to manually generate a PDF of the report. You can also create a schedule to automatically generate the report and have it sent to your email (learn more about scheduling reports here).

 

These are the metrics covered in the Helpdesk Ticket Volume report:

  • Ticket metrics - Created tickets, Resolved tickets, Reopened tickets, Unresolved tickets

Note: If your helpdesk's SLA policy is associated with Business hours, then all these metrics would be calculated based on the Business hour configuration (under Admin > Business Hours) only.