Tickets

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

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Date range

Click the Date range chip to open the date picker. See Interactions — Date range for full details. All data shown in your workspace timezone.

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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

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Total tickets by status

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

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Tickets breakdown

A bar chart of ticket volume over time.

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.

Filters