> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/analytics/tickets.md).

# Tickets

Volume and performance metrics for tickets over a selected date range.

***

## Date range

Click the **Date range** chip to open the date picker. See [Interactions — Date range](/docs/modules/analytics/interactions.md) for full details. All data shown in your workspace timezone.

***

## Summary

| Metric                         | What it shows                                          |
| ------------------------------ | ------------------------------------------------------ |
| Total new tickets              | Tickets created in the selected period                 |
| Average emails per ticket      | Average email messages exchanged per ticket            |
| Average first response time    | Time from ticket creation to first live agent reply    |
| Average ticket resolution time | Time from creation to the ticket being marked Resolved |

***

## Total tickets by status

| Status   | Colour |
| -------- | ------ |
| Open     | Blue   |
| Pending  | Amber  |
| Resolved | Green  |
| Overdue  | Red    |
| Closed   | Grey   |

***

## Tickets breakdown

A bar chart of ticket volume over time.

{% tabs %}
{% tab title="Controls" %}

| Control        | Options                               |
| -------------- | ------------------------------------- |
| **Group by**   | Hour, Day, Week, Month, Quarter, Year |
| **Segment by** | Dimension to split bars by            |

Use the download icon to export as CSV and the screenshot icon to download an image of the chart.
{% endtab %}

{% tab title="Filters" %}

| Filter            | Options                                  |
| ----------------- | ---------------------------------------- |
| Creator type      | Who created the ticket                   |
| AI Agents         | Filter to specific agents                |
| Channels          | Filter to specific channels              |
| Live Agents       | Filter to specific agents                |
| Teams             | Filter to specific teams                 |
| Status            | Open, Pending, Resolved, Overdue, Closed |
| Tags / Tag Groups | Filter by tags or tag groups             |
| Custom Fields     | Filter by custom field values            |

Select **Reset all** to clear.
{% endtab %}
{% endtabs %}