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Analyzing Ticket Metrics




OneDesk provides many ways to analyze your customer support and ticket metrics. There are three main locations you can find metrics:

  • Above the grid of your applications, referred to as mini charts. Data in the mini charts follow what is currently displayed in your grid. In other words, charts are affected by filters and project scope.



  • Within the analytics application. There are two tabs within the Analytics application, Charts and Scheduled Reports. Charts are further divided into a variety of ‘Chart Series’ each with charts and graphs on ticket or task KPIs. Reports export columns of data in CSV or PDF format. 



  • Within various detail panels, such as tickets, customers, and users. These KPIs aggregate data about the individual item, customer, or user, and typically link to other locations within your OneDesk. 


This article will cover various metrics to understand ticket backlog, customer satisfaction, agent activity, SLAs, and more. This article assumes some familiarity with navigating OneDesk, generating reports, and using custom views.

For the basics, see: 

Chart dashboard

Custom views


Number of tickets received  

Ticket volume refers to the total number of tickets your team is receiving. Ticket volume metrics are used to evaluate if your team can handle the amount of support they are receiving.

Get ticket volume metrics in the following ways: 


Analytics > Charts > Chart Series: Tickets change history. 

There are various charts in this series that focus on the count of tickets created. Look for the following charts:

  • Tickets created / solved
  • Percentage tickets created by time of day
  • Average tickets created by day of the week
  • Tickets created by date
  • Tickets created by month


Ticket grid > Ticket Count/Statuses mini chart

  • The first chart in the tickets grid displays the total number of tickets within your grid. As well as the breakdown of their lifecycle states. Tip: Filter by creation date range to see the total tickets within a given period. 


Analytics > Reports 

Utilize the following pre built reports to get ticket volume for a given period:

  • Tickets Created - Last 24 Hours
  • Tickets (All) - Complete Details


If you would like to see the ticket volume by channel or email queue use:

  • Tickets grid > Source mini chart - Displays by which channel the ticket was created. 
  • Ticket grid > filter by email queue (the support email the ticket was created from). You can then see in the Ticket Count/Statuses mini chart the total tickets from each email queue. 



Unresolved or open tickets 

Understand the health of your support by analyzing all still open or unresolved tickets. 

  • Ticket grid > Ticket Count/Statuses mini chart
  • Hover or click on the gray bar to filter. The number will be the current count of tickets. You can also ‘All Open’ or filter to lifecycle state ‘not started’.


Analytics > Charts

There are various charts in this series that focus on unresolved tickets. Look for the following charts: 

Within Charts Series: Unresolved tickets 

  • Unresolved ticket by source, item type, team, and priority 
  • Unresolved tickets by creation month
  • Daily unresolved tickets by status
  • Weekly unresolved tickets by status

Within Charts Series: Current overview of tickets

  • Assignees
  • Types


Analytics > Reports

Utilize the following pre built reports to get open/unresolved tickets for a given period: 

  • Tickets (Open) - by Customer
  • Ticket (Open) - by Priority 
  • Number of Tickets in Each Lifecycle State



Ticket wait and reply times

Get the efficiency of your support team by analyzing customer wait time and agent response times.

Analytics > Charts > Charts Series: SLAs and response times

There are various charts in this series that focus on reply and wait times:

  • Tickets by first reply
  • Median first reply and assignments
  • Tickets by customer replies
  • Ticket by requester wait time


Tickets grid > Average Times mini chart

  • Displays the average of all the tickets currently in the grid. Like all grid charts, you can filter your view by agent or customer to see average times .
  • First reply, refers to the time it takes from when a ticket is created to when an agent makes the first reply to the customer. This metric does not include automated replies. 
  • To in progress, refers to the time it takes from when the ticket is created to when it enters the 'in progress' state. 
  • Between replies, refers to the time a customer waits for an agent to reply. 


Ticket detail panel > Activities tab

  • Shows the first reply, time to in progress, and time between replies for the individual ticket


Tickets resolved and closed

Determine the length of time until full resolution, the number of replies until resolved, and the total number of tickets resolved. Compare the number of tickets resolved to the number of tickets open to get the efficiency of your support. 


Tickets grid > Average Times mini chart - To closed

  • Displays the average of all the tickets currently in the grid. Like all grid charts, you can filter your view by agent or customer to see average times.
  • The 'To closed' metric calculates the average time from when the ticket was open to when it was marked resolved. 


Analytics > Charts Series: Tickets change history and Charts Series: SLA and response time. Use the following charts to analyze resolution times: 

  • Resolution time
  • Tickets by full resolution
  • Median full resolution and 
  • Tickets commented created and resolved


Analytics > Reports  

Utilize the following pre built reports to see information on resolved tickets:

  • Closed customer tickets - last 30 days;
  •  Tickets closed last 24 hours; 


Customer satisfaction

Get valuable feedback and improve your support by analyzing the satisfaction scores and comments received from customers.


Analytics > Charts > Charts Series: Satisfaction Rating

  • Ticket satisfaction rating (Good vs. bad)
  • Satisfaction rating breakdown
  • Rated tickets funnel
  • Satisfaction score and median requester wait time


Analytics > Reports

Utilize the following pre built report to get survey results: 

  • Satisfaction survey results


Tickets grid > Satisfaction Rating mini chart


From the Customers application, select individual customers or customer organizations to see percentage of good or bad satisfaction. 


SLA based metrics

Use Service Level Agreements (SLAs) to set resolution and response times based on the priority level of tickets. You can get notifications before/if these times are breached. 


Analytics > Charts > Chart Series: SLA reporting tickets

Use the following charts to explore SLA breaches and performance: 

  • Tickets by SLA breach status
  • Ticket SLA performance per agent
  • Ticket SLA achievement metrics
  • Ticket SLA breaches by day of the week
  • Total tickets breached by hour


Analytics > Reports

Utilize the following pre built reports to examine SLA metrics: 

  • SLA Response Times
  • SLA Breaches



Agent logged time 

Get the time logged per agent for analyzing performance or working hours. 


Analytics > Charts > Chart Series: Assignee Data

All the charts in this series are useful for exploring agent performance and time. 


Analytics > Reports

Use the following pre built reports to look over time logs and work performed:

  • Work Performed (Timesheets) - Last 30 Days
  • Work Performed (Timesheets) - Last 7 Days
  • Work Performed (Timesheets) - Last 24 Hours



Work per customer

See the work logged per customer or customer organization.


Analytics > Charts > Chart Series: Current overview of tickets

Use the following charts to examine work performed per customer: 

  • Top Customers
  • Top Customer Organizations 
  • Actual work per customer organization


Analytics > Reports 

  • Work Performed - by Customer