Ticket insights

Tickets created

The number of tickets created within the date range that meet the other filtering criteria.
Active tickets

The number of tickets that are in the Open or In Progress state.
Closed tickets

The number of tickets closed within the date range that meet the other filtering criteria.
Average resolution time

The average time taken to resolve tickets.
Median resolution time

The median time taken to resolve tickets.
Tickets awaiting response

The number of active tickets awaiting response to customer.
Unassigned tickets

The number of tickets not yet assigned to a support agent.
Active blocker tickets

The number of tickets with severity Blocker that are in the Open or In Progress state.
SLA compliance rate

The percentage of tickets where the SLA was met out of all tickets where the SLA was applied.
Average CSAT score

The average customer satisfaction score for tickets.
Escalated tickets

The number of tickets that are escalated.

Customer & product impact

Active tickets by customer

The number of Open or In Progress tickets grouped by customer.
Active tickets by part

The number of Open or In Progress tickets grouped by part.

Tickets linked to conversations

The percentage of tickets linked from conversations against standalone tickets.
Tickets linked to issues

The percentage of tickets linked to product issues.
Active tickets by owner

The number of Open or In Progress tickets grouped by owner.
Tickets created vs. closed

The trend of tickets created against those closed.

CSAT score distribution

A distribution of customer satisfaction scores on tickets.