Unresolved tickets in Analytics (Helpdesk Ticket Volume)

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The Unresolved tickets widgets in the Helpdesk Ticket Volume report shows the number of unresolved tickets 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). 

An unresolved ticket is a ticket with any status other than Resolved or Closed.

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 has the most number of high priority tickets that were unresolved during the selected time period. 

Unresolved tickets by Source

This widget shows the breakup of tickets unresolved during the selected time period based on their current source. You will be able to see which channel tickets go unnoticed more often.

Unresolved tickets by Priority

This widget shows the breakup of tickets unresolved during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were unresolved and who is responsible for it.

Unresolved tickets split by Type

This widget shows the breakup of tickets unresolved during the selected time period based on their current type. You will be able to see what type of tickets remain unresolved the most in your helpdesk and helps you make decisions accordingly. For example, if most of your unresolved tickets are 'feature-requests', you can set up a rule that adds tags and resolves tickets requesting features that cannot be taken up immediately.

Ticket trends report for greater insights

A good way to use these reports is by combining them with the Ticket volume trend report. If you spot an abnormal high and low in a particular period, you can quickly jump to the ticket volume trend reports and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have remained unresolved 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.