1. Documentation
  2. Tickets
  3. Configuring

Ticket statistics

Volumes, times, ratings, staff activity.

The statistics screen answers the questions you actually ask about a support desk:

  • Volumes: how many tickets opened, how many closed, over the period.
  • Average first response time: how long a member waits before anyone talks to them.
  • Average resolution time: how long a ticket stays open.
  • Average satisfaction rating, if rating is enabled.
  • Activity per staff member: who claims, who closes, how many.

How to read them

First response time is the most useful figure: it is the one your members feel. A high resolution time is not necessarily bad (some subjects take time); a slow first response always is.

A gap between "opened" and "closed" that widens over several weeks signals an understaffed team, or a badly aimed panel producing pointless tickets.