Ticket Trend Reports

To access Ticket reports, click the reports icon. Then expand the Trend Reports and Tickets folders. The following Ticket trend reports are available.

note: For information on the options available for each report listed, see the Reports Overview.

Overview Trend - Shows an overall view of the organization's Ticket sources over time.
New Ticket Source Trend - Shows the methods customers used to submit Tickets over time.
Re-opened Ticket Source Trend - Shows the number of re-opened Tickets by roles for a specific department over time. This report is useful because it shows how the source of re-opened Tickets has changed.
Status Trend - Shows an overall view of the organizations Ticket workload by status over time. This report is useful because it shows how workload has changed and provides the information needed to rebalance teams, predict trends, or change Ticket weights effectively.
Response Times Trend - Shows the amount of time customers waited for a Ticket response from agents over time.
note: Low response times should always be a goal, but if they are accompanied by increases in messages received and sent, that can indicate that the quality of responses is declining.
Handling Trend - Shows overall activity of Tickets over time. This report is useful because is shows the change in internal workload generated by Tickets and the time required to actually resolve the issue.
Workload Trend - Shows overall Ticket workload over time. This report is useful for identifying potential staffing change needs.

Depending on the report selected, the following report items are available:

Average Follow-up Response Time - The average amount of time before agents replied to Tickets.
Average Initial Response Time - The average amount of time before the agent replied to the initial message from the customer.
Average Messages Received Per Ticket - The average number of messages received before a Ticket issue is resolved.
Average Messages Sent Per Ticket - The average number of messages sent by agents before a Ticket issue is resolved.
Average Response Time - The average amount of time before an agent replied to a Ticket.
Average Time Open and Active - The average amount of time a Ticket was in active status.
Average Time to Close - The average amount of time a ticket was open before it was closed.
Department - The specific department name.
Group - The specific group name.
Incoming Ticket Transfers - The total number of Tickets transferred to a specific department from another department.
Messages Received - The total number of messages received from customers.
Messages Sent - The total number of messages sent by agents.
New Tickets By Agents - The total number of Tickets created by agents.
New Tickets By Web Interface - The total number of Tickets submitted by customers via the portal.
New Tickets Received By Email - The total number of Tickets submitted by customers via email.
Outgoing Ticket Transfers - The total number of outgoing Tickets transferred to a specific department from another department.
Re-opened Tickets By Agents - The total number of Tickets re-opened by agents.
Re-opened Tickets By Users - The total number of Tickets re-opened by users.
Tickets Assigned From Queue - The total number of Tickets that were assigned to an agent after spending time in the queue.
Total Closed Tickets - The total number of closed Tickets.
Total Closed Ticket by Customers - The total number of tickets closed by customers.
Total Modified Tickets - The total number of Tickets that changed status or priority.
note: This includes Tickets that agents replied to regardless of their status in the system.
Total New Tickets - The total number of Tickets created.
Total Open Tickets - The total number of active Tickets.
Total Re-opened Tickets - The total number of Tickets re-opened.
Total Tickets Auto-closed - The total number of Tickets that automatically closed.
Total Tickets Locked - The total number of Tickets that were closed and locked.
Total Tickets Replied To - The total number of distinct tickets replied to, regardless of how those replies were sent. For example, replies sent via an Event, from the agent, via the API, etc.

note: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.