Feature
Plan
Ticket drill-downGarden +
Custom drill-downEstate +
Custom property widgetEstate +


The Resolved tickets widgets available in the Helpdesk Ticket Volume report shows the number of tickets resolved and 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).

 

Ticket filters

The Helpdesk Ticket Volume report can be filtered based on all the ticket properties, default and custom, including Tags. Using filters, you can measure the performance of a particular agent/group in terms of ticket resolution.


This also lets you mix and match different properties and metrics. For example, you can see which agent resolved the most number of high-priority tickets during the selected time period or which group resolved tickets with minimum customer responses.


Tickets resolved by Source

This widget shows the breakup of tickets resolved during the selected time period based on their current source. You will be able to get insights like which channel has the most and least number of resolved tickets for the specified time period.


Tickets resolved split by Priority

This widget shows the break-up of tickets resolved during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were resolved and by whom.


Tickets resolved split by Type

This widget shows the breakup of tickets resolved during the selected time period based on their current type. You will be able to see what type of tickets are resolved the most in your helpdesk and helps you make decisions accordingly. For example, if most of your tickets are of 'How-to' or 'Question' type, it's a good time for you to create a Knowledge Base with answers for FAQs (or update the existing one). 

 

Tickets resolved split by Custom Properties

This widget shows the breakup of tickets resolved during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the dropdown and see the tickets resolved split by that property. Please note that the custom text fields will not be available in the dropdown for the selection.


Ticket trends report for greater insights

A good way to use these reports is by combining them with the Ticket Volume trends report. If you see any abnormal highs and lows in a particular period, you can quickly jump to the ticket volume trends reports and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have been resolved in the time period you selected, you can figure out if it's because of issues that cropped up on one day or if the number has been rising consistently throughout the time period.