The Tickets received/resolved/unresolved graph is one of the graphs available under the Ticket volume trends report; the others are the Load analysis graph and the Hour of the day and day of the week graph.
Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.
| Access | Plans |
| Limited | Sprout, Blossom, and Garden |
| Full | Estate and Forest |
Trend of tickets received, resolved and unresolved
You can get a quick view of the received, resolved and unresolved metrics and the percentage increase or decrease compared to the previous time period on top of the graph.
|
Metric |
Meaning |
Comments |
| Total received tickets |
The total number of tickets received in the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter/year) chosen. |
Must decrease over time Generally, the total number of tickets received increases with the growth of the company. But ideally, with ticket deflection and proactive support, it must decrease over time. |
| Total resolved tickets |
The total number of tickets resolved in the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter/year) chosen. |
Must increase over time The number of tickets resolved is a way to measure agent productivity. However, it should always be read along with the number of tickets received and the number of agents added to the helpdesk. |
| Total unresolved tickets |
The total number of tickets that remained unresolved at the end of the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter/year) chosen. |
Must decrease over time Unresolved tickets need to be constantly kept in check as it becomes more and more unmanageable with the growth of the company. |
| Average received tickets |
The average number of tickets received per day/week/month/quarter/year (depending on the time breakdown selected). |
Must decrease over time |
| Average resolved tickets |
The average number of tickets resolved per day/week/month/quarter/year (depending on the time breakdown selected). |
Must increase over time |
| Average unresolved tickets |
The average number of tickets that remain unresolved in a day/week/month/quarter/year (depending on the time breakdown selected). |
Must decrease over time |
The graph shows you the trend of the number of tickets created in the helpdesk, the number of tickets resolved and the number of unresolved tickets remaining at the end of the time breakdown. You can see the numbers breakdown for day/week/month/quarter/year trend using the buttons in the upper-right corner of the graph.
The daily trend of tickets received, resolved and unresolved would show up for up to 31 days, the weekly trend of tickets up to 31 weeks and so on.
You can also filter the tickets received and resolved based on ticket properties. For example, you can see the trend of phone tickets that you receive or the trend of high and urgent priority tickets resolved.
Ticket deep-dive will help you to quickly pull up a list of tickets based on the required properties for you to work on them immediately. For example, if the number of tickets received on a particular day is too high, you can click on the corresponding 'tickets received' bar and find out if all the tickets were about one particular issue.
Please note that the tickets pulled up by clicking on the 'unresolved' bar might sometimes have 'Resolved' or 'Closed' tickets. This happens because the graph shows unresolved tickets as of the last day in the selected time period, and the tickets pulled in deep dive show the current status of the ticket.
This article talks about the first graph available under the ticket volume trends report.
Links to other graphs available in Ticket volume trends: Load analysis graphs || Hour of the day and day of the week graph
Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.
Trend of tickets received, resolved and unresolved
You can get a quick view of the received, resolved and unresolved metrics and the percentage increase or decrease compared to the previous time period on top of the graph.
|
Metric |
Meaning |
Comments |
| Total received tickets |
The total number of tickets received in the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter/year) chosen. |
Must decrease over time Generally, the total number of tickets received increases with the growth of the company. But ideally, with ticket deflection and proactive support, it must decrease over time. |
| Total resolved tickets |
The total number of tickets resolved in the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter/year) chosen. |
Must increase over time The number of tickets resolved is a way to measure agent productivity. However, it should always be read along with the number of tickets received and the number of agents added to the helpdesk. |
| Total unresolved tickets |
The total number of tickets that remained unresolved at the end of the time period selected. This number remains constant irrespective of the time breakdown (day/week/month/quarter/year) chosen. |
Must decrease over time Unresolved tickets need to be constantly kept in check as it becomes more and more unmanageable with the growth of the company. |
| Average received tickets |
The average number of tickets received per day/week/month/quarter/year (depending on the time breakdown selected). |
Must decrease over time |
| Average resolved tickets |
The average number of tickets resolved per day/week/month/quarter/year (depending on the time breakdown selected). |
Must increase over time |
| Average unresolved tickets |
The average number of tickets that remain unresolved in a day/week/month/quarter/year (depending on the time breakdown selected). |
Must decrease over time |
The graph shows you the trend of the number of tickets created in the helpdesk, the number of tickets resolved and the number of unresolved tickets remaining at the end of the time breakdown. You can see the numbers breakdown for day/week/month/quarter/year trend using the buttons in the top right corner of the graph.
The daily trend of tickets received, resolved and unresolved would show up for up to 31 days, the weekly trend of tickets up to 31 weeks and so on.
You can also filter the tickets received and resolved based on ticket properties. For example, you can see the trend of phone tickets that you receive or the trend of high and urgent priority tickets resolved.
Ticket deep dive will help you to quickly pull up a list of tickets based on the required properties for you to work on them immediately. For example, if the number of tickets received on a particular day is too high, you can click on the corresponding 'tickets received' bar and find out if all the tickets were about one particular issue.
Please note that the tickets pulled up by clicking on the 'unresolved' bar might sometimes have 'Resolved' or 'Closed' tickets. This happens because the graph shows unresolved tickets as of the last day in the selected time period, and the tickets pulled in deep dive show the current status of the ticket.