| What | Provides a way to explore key
ticket metrics. |
| Why |
|
| Who |
|
| When | A department
lead wants to better
understand high
customer-contact periods
in order to capacity plan
more effectively. |
| What | Provides a way to explore key
ticket metrics. |
| Why |
|
| Who |
|
| When | A department lead wants to
better understand high
customer-contact periods in
order to capacity plan more
effectively. |
Before you
start
Applying the following affects the data
displayed in Tickets reports:
Access Tickets reports
Tickets reports can be found in the
site-level Reports area.
- Click Reports in the main
navigation.
- Select the Tickets tab.
Tickets by
status activity
Displays the total number of tickets
that used each ticket status in the
selected date range.
All of a ticket's status
changes (for the period) are recorded
in the graph.
- Example: If a ticket moves from
active to waiting on customer to
solved, a count of 1 will be
included for each of those
statuses.
Ticket
activity
View overall ticket metrics across
the tickets included for the period
being viewed.
| Metric | Definition |
|---|---|
| Total tickets interacted
with | Interactions
included:
|
| Customers | The total number of
unique
customers that have contacted
within the selected date
range. This count
increases when:
|
| New tickets received | The total number of
tickets
created by the
customer.
|
| Metric | Definition |
|---|---|
| Total tickets interacted
with | Interactions
included:
|
| Customers | The total number of
unique
customers that have contacted
within the selected date
range. This count
increases when:
|
| New tickets received | The total number of
tickets
created by the
customer.
|
Busiest
time of
day
Displays the busiest times of day
in the
selected period, based on volume
of tickets arriving to your Teamwork
Desk account.
Popular
tags
Displays tags in order of how
many times they
have been applied to tickets in the
selected date
range.
| Metric | Purpose |
|---|---|
| Tag name | Label for the tag. |
| Count | Total number of times the
tag was used in the
selected period. |
| Percentage | The tag usage as a
percentage relative to all
other tags. |
| Metric | Purpose |
|---|---|
| Tag name | Label for the tag. |
| Count | Total number of times the
tag was used in the
selected period. |
| Percentage | The tag usage as a
percentage relative to all
other tags. |
Tags
time series
Displays the amount of tickets with a tag
on a given day within the period defined
by the filters.
📝 The ticket
count
is
based on the date
the ticket itself was created, not when
the tag was added to the ticket.
Resolution
time
Displays the average resolution time per
day across all tickets within the applied
date range:
Resolution
time = the time it takes for a ticket
to go from created to solved or closed.
Any
date range
applied to the report will apply
to
the solved date.
| Metric | Purpose |
|---|---|
| Resolution time | The time it takes for a
ticket to go from created
to solved or closed. |
| Time | Ticket volumes are
grouped by resolution time
increments. |
| Tickets | Number of tickets
resolved in the selected
period. |
| Versus previous | %
increase or decrease
in ticket resolution
volume versus the
previous
period.
|
| Metric | Purpose |
|---|---|
| Resolution time | The time it takes for a
ticket to go from created
to solved or closed. |
| Time | Ticket volumes are
grouped by resolution time
increments. |
| Tickets | Number of tickets
resolved in the selected
period. |
| Versus previous | %
increase or decrease
in ticket resolution
volume versus the
previous
period.
|
Most expensive
tickets
Displays the most expensive individual
tickets for the period being viewed based
on a weighted cost calculation formula
(outlined in the table below).
- Tickets are included across all
ticket
status types.
- Customer replies are counted in
the cost calculation.
- Notes added to tickets via
automatic triggers are not counted
towards
cost calculations.
| Metric | Options |
|---|---|
| Ticket | Displays the ticket subject.
This is a clickable link that
opens a preview of the ticket
thread. |
| Thread count | Total
number of existing replies on
the ticket (customer replies,
agent replies, agent
notes). |
| Agents involved | Total
number of agents that have
replied to or left a note
on the
ticket. |
| Resolution time | The time it took for the
ticket to go from created to
solved or closed. |
| Cost | Ticket cost is determined
based on the volume of replies
and number of agents involved
in the ticket. |
| Metric | Options |
|---|---|
| Ticket | Displays the ticket subject.
This is a clickable link that
opens a preview of the ticket
thread. |
| Thread count | Total
number of existing replies on
the ticket (customer replies,
agent replies, agent
notes). |
| Agents involved | Total
number of agents that have
replied to or left a note
on the
ticket. |
| Resolution time | The time it took for the
ticket to go from created to
solved or closed. |
| Cost | Ticket cost is determined
based on the volume of replies
and number of agents involved
in the ticket. |
Most expensive
customers
Displays the most expensive customers
based on the total combined cost across
their tickets for the period being
viewed.
If filters are applied, then only tickets
matching the filter's parameters are
included in the customer's cost
calculation.
Recent response
times
Displays the most recent response times
across tickets. A maximum of 25
results are shown, ordered by most recent
first.
| Column | Purpose |
|---|---|
| Ticket | Displays the ticket subject.
This is a clickable link that
opens a preview of the ticket
thread. |
| Initial response time | Time
to first agent response on the
ticket. |
| Agent assigned | The agent currently assigned
to the ticket. |
| Date created | The date the ticket was
created. |
| Column | Purpose |
|---|---|
| Ticket | Displays the ticket subject.
This is a clickable link that
opens a preview of the ticket
thread. |
| Initial response time | Time
to first agent response on the
ticket. |
| Agent assigned | The agent currently assigned
to the ticket. |
| Date created | The date the ticket was
created. |
Average first
response time
The average time taken per day for agents
to make a first reply on newly created
tickets.
📝 A note added to
a
ticket is not
counted as a first response.
| Metric | Purpose |
|---|---|
| Average first response time | Average first response
time across all tickets
returned for the selected
period and filters. |
| Time | Tickets are grouped by
response time
increments. |
| Tickets | Number of tickets
responded to within the
response time increment in
the selected
period. |
| Versus previous | %
increase or decrease
in ticket response
volume versus the
previous
period. |
| Metric | Purpose |
|---|---|
| Average first response time | Average first response
time across all tickets
returned for the selected
period and filters. |
| Time | Tickets are grouped by
response time
increments. |
| Tickets | Number of tickets
responded to within the
response time increment in
the selected
period. |
| Versus previous | %
increase or decrease
in ticket response
volume versus the
previous
period. |