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  • What is Keeping?
  • Getting Started
    • Quick start for admins
    • Quick start for agents
    • Using Keeping in Gmail
    • Keeping and your customer
    • Keeping for Chrome
    • Keeping for Safari
  • Fundamentals
    • Mobile & web access
    • Converting an email to a ticket
    • Using Templates
    • Changing ticket status
    • Assigning a ticket
    • Editing ticket recipients
    • Moving a ticket
    • Sharing a ticket
    • Using tags
    • Enable an autoreply
    • Creating a new ticket
    • Collision detection
    • Email signatures
    • Private notes
    • Activity log
    • Managing spam
    • Shared drafts
    • Agent Availability
  • Setup
    • Installing the Chrome Extension
    • Installing the Safari Extension
    • Integrations
      • Asana
      • ClickUp
      • HubSpot
      • Jira
      • Linear
      • Shortcut
      • Shopify
      • Zapier
    • Connecting a mailbox
      • Sign in with Google
      • Connect a Google Group
      • Connect a Gmail Alias
      • Forwarding your mailbox
      • Custom domains
      • Connect a web form
      • Disconnecting a mailbox
    • Inviting users
    • Admin & agent roles
    • Manually updating the Extension
  • Workflows
    • What are Workflows?
    • Creating Workflows
    • Workflow conditions
    • Workflow actions
    • Round Robin assignment
  • Service Level Agreements
    • What are SLAs?
    • Creating an SLA
    • SLA conditions
    • SLA actions
  • Satisfaction Ratings (CSAT)
    • What are CSAT Ratings?
    • Enabling Satisfaction Ratings
    • Customizing the CSAT widget
    • CSAT Reports
  • Reporting & Analytics
    • What are Reports?
    • Classic Reports
      • Setting work schedules
      • First response time
    • Advanced Reports
      • Team performance
      • Agent performance
      • Ticket statistics
      • Message statistics
      • Export to CSV
  • Preferences
    • Reversing conversation order
    • Pushing tickets into inbox
    • Hiding the Keeping toolbar
    • Close & Next
    • Personal Inbox Signature
    • Notifications
      • Desktop Notifications
      • Browser permissions
      • Inside Gmail
    • Set your business hours
  • Account & Plans
    • Adding and removing paid seats
    • Changing billing plans
    • Changing organization name
    • Updating your billing information
    • Pausing your subscription
    • Cancelling your subscription
  • Troubleshooting & FAQs
    • Toolbar Not Refreshing
  • Security and Privacy
    • Security & Privacy Practices
    • Google Permissions
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On this page
  • New Tickets
  • Closed Tickets
  • Open Tickets
  • Pending Tickets
  • Active Previous Period
  1. Reporting & Analytics
  2. Advanced Reports

Ticket statistics

Ticket level statistics for your mailbox and tags.

PreviousAgent performanceNextMessage statistics

Last updated 3 years ago

New Tickets

The number of new tickets created during the selected time period for selected mailbox (or all mailboxes). A single ticket may have many messages and generally aligns with a "conversation" (or thread) in Gmail.

Filtering your data by tags will not have an effect on New Tickets, as a tag is always added after a ticket is created.

Closed Tickets

The number of tickets that moved into the closed state during this time period, and that stayed closed. If a ticket is closed and re-opened during the selected time period, and is in the open state at the end of the time period, is not counted as a closed ticket.

Open Tickets

The number of tickets in the open state at the end of the selected time period.

Pending Tickets

The number of tickets in the pending state at the end of the selected time period.

Active Previous Period

For tickets that were created prior to the start date in the selected time period, the sum of tickets that have an open or pending state in the currently selected time period.

Active Previous Period is great for understanding how many customer issues are not getting closed or resolved in a timely manner.

Ticket Statistics