Ticket statistics

Ticket Statistics
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.
​

Agent performance

Message statistics

Last modified 4mo ago

Copy link

Contents

Active Previous Period