Freshdesk Analytics' Top Customer Analysis helps you understand which customers have had the most interactions with your agents, as well as lets you see trends in the kinds of tickets they've raised.
| Metrics | What it means |
| Tickets created | Number of tickets created by the customer through any channel during the selected time period |
| Tickets reopened | Number of tickets reopened by the customer in the selected time period |
| Tickets resolved | Number of tickets raised by the customer that were resolved during the selected time period |
| Tickets unresolved | Number of tickets that were not resolved at the end of the selected time period |
| Tickets resolved within SLA % (Resolution SLA %) | Percentage of the tickets raised that were resolved within SLA during the selected time period |
| Tickets first responded within SLA % (First response SLA %) | Percentage of tickets raised that were responded to within SLA during the selected time period |
| Agent Responses (Agent Interactions) | Number of responses and public notes added by the agent on the customer's tickets during the selected time period |
| Customer responses (Customer Interaction) | Number of responses and public notes added by the customer on the tickets they raised during the selected time period |
You can use the filters to dig deeper and find out answers to specific questions, such as which company creates the most high-priority tickets.
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