# Ticket statistics

![Ticket Statistics](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FPQlyE410C1rRsGHz6bz6%2FAR%20-%20Tickets%20\(1\).png?alt=media\&token=d4af8207-d387-49bc-a460-a885f26b83a8)

### 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 %}