The Ticket Analytics section allows platform admins and support leaders to monitor the overall flow of tickets on the system. This includes all support conversations generated via connected channels — whether it’s a product issue, billing query, or general user feedback.

To access this view, navigate to the left side menu, click on Analytics, then select Support Desk. The default tab opens with Ticket Analytics selected.

• Key Performance Metrics Displayed:

• Total Tickets shows the cumulative number of tickets created. For example, the system may display 250 total tickets for the last 30 days.
• Opened Tickets reflect the ones actively being worked on — say, 135 are still open.
• Resolved Tickets indicate issues that have been successfully closed. In this case, 100 tickets might be marked as resolved.
• Unassigned Tickets help admins identify tickets that haven’t been assigned to any agent yet — you may see around 10 in queue.
• Pending Tickets show those that are stalled or awaiting user follow-up. This number might stand at 5.
• Average Resolution Time helps in evaluating how long it’s taking on average to close a ticket, such as 2 days and 4 hours.
• SLA % (Service Level Agreement) denotes the percentage of tickets resolved within the agreed response time. For example, a team might have achieved 85% SLA compliance.

These metrics update dynamically based on the selected date range, which can be customized (e.g., last 7 days, 30 days, etc.).

• Visual Analytics:

Below the summary cards, the following graphs are shown:

• Ticket Status Chart visually separates the number of Opened, Resolved, and Unassigned tickets across dates.
• Priority Status Chart categorizes tickets by urgency — High, Medium, Low, and Critical — giving insight into how issues are prioritized and distributed.
• Category Status Chart displays how many tickets fall under different types, like Technical Issues, Billing Queries, Feature Requests, etc., helping in classifying common support concerns.