# Ticket statistics

![Ticket Statistics](/files/vpYV7WZObn2EA7njpECg)

### 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.

{% hint style="info" %}
Filtering your data by tags will not have an effect on New Tickets, as a tag is always added after a ticket is created.
{% endhint %}

### 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.

{% hint style="success" %}
Active Previous Period is great for understanding how many customer issues are not getting closed or resolved in a timely manner.
{% endhint %}


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