All features of the Helpdesk In-depth report are available from Blossom onwards, except for:

The Resolved tickets section in the Helpdesk In-depth report shows the properties of the tickets resolved during the selected time period. These tickets may have been created anytime (inside or outside the selected time period).

On the left panel, you can see the number of the tickets resolved in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates either an increase or decrease.

You can see the tickets resolved split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the Resolved tickets.

The View All tickets option provides a detailed drill-down of all the tickets resolved during the specific time period.

View tickets

You will be able to deep dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Email' bar in 'Resolved tickets split by source', you will be able to see all the tickets created via email that was resolved during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions. 

Ticket filters

The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can measure the performance of a particular agent/group in terms of ticket resolution.

This also lets you mix and match different properties and metrics. For example, you can see which agent resolved the most number of high-priority tickets during the selected time period or which group resolved tickets with minimum customer responses.

Tickets resolved by Source

This graph shows the breakup of tickets resolved during the selected time period based on their current source. You will be able to get insights like which agent/group has been resolving the most number of tickets from the specific channel or tickets from which channel take a long time to resolve. 

Tickets resolved split by Priority

This graph shows the break-up of tickets resolved during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were resolved and by whom.

Tickets resolved split by Type

This graph shows the breakup of tickets resolved during the selected time period based on their current type. You will be able to see what type of tickets are resolved the most in your helpdesk and helps you make decisions accordingly. The custom types will also be shown here. For example, if most of your tickets are of 'How-to' or 'Question' type, it's a good time for you to create a Knowledge Base with answers for FAQs (or update the existing one). 

Number of agent & customer responses in tickets resolved

This graph buckets the tickets resolved during the selected time period based on the number of responses sent by agents and customers. For example, in the '0 responses' bucket, you can see the number of tickets resolved with no agent response and no customer response. 

Note:The initial description sent by the customer while creating the ticket will not be considered as a response. 

You can use this graph to make a lot of policies around the minimum number of agent responses required for certain types of tickets and the maximum number of customer responses after which the ticket needs to be escalated. For example, if you want to make sure that all the feature request tickets are acknowledged, you can filter the graph and find the tickets that are resolved without any agent response.

Tickets resolved split by Custom Properties

This graph shows the breakup of tickets resolved during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the dropdown and see the tickets resolved split by that property. Please note that the custom text fields will not be available in the dropdown for the selection.

Ticket trends report for greater insights

A good way to use these reports is by combining them with the Ticket Volume trends report. If you see any abnormal highs and lows in a particular period, you can quickly jump to the ticket volume trends reports and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have been resolved in the time period you selected, you can figure out if it's because of issues that cropped up on one day or if the number has been rising consistently throughout the time period.

Plan information: Unless specified in the table, all features in this report are available in Blossom plan and above.

The 'Resolved tickets' section in the 'Helpdesk In-depth' report shows the properties of the tickets resolved during the selected time period. These tickets may have been created anytime (inside or outside the selected time period).

On the left panel, you can see the number of the tickets resolved in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.

You can see the tickets resolved split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the 'Resolved tickets' tab on the left panel

The 'View All tickets' option available on the right top corner of the report provides a detailed drill-down of all the tickets resolved during the specific time period.

View tickets

You will be able to deep dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the 'Email' bar in 'Resolved tickets split by source', you will be able to see all the tickets created via email that was resolved during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions. 

Ticket filters

The 'Helpdesk In-depth' report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can measure the performance of a particular agent/group in terms of ticket resolution.

This also lets you mix and match different properties and metrics. For example, you can see which agent resolved the most number of high priority tickets during the selected time period or which group resolved tickets with minimum customer responses.

Tickets resolved split by Source

This graph shows the break-up of tickets resolved during the selected time period based on their current source. You will be able to get insights like which agent/group has been resolving the most number of tickets from the specific channel or tickets from which channel take a long time to resolve. 

Tickets resolved split by Priority

This graph shows the break-up of tickets resolved during the selected time period based on their current priority. You will be able to see how many 'Urgent' and 'High' priority questions were resolved and by whom.

Tickets resolved split by Type

This graph shows the break-up of tickets resolved during the selected time period based on their current type. You will be able to see what type of tickets are resolved the most in your helpdesk and helps you make decisions accordingly. The custom types will also be shown here. For example, if most of your tickets are of 'How-to' or 'Question' type, it's a good time for you to create a Knowledge Base with answers for FAQs (or update the existing one). 

Number of agent & customer responses in tickets resolved

This graph buckets the tickets resolved during the selected time period based on the number of responses sent by agents and customers. For example, in the '0 responses' bucket, you can see the number of tickets resolved with no agent response and no customer response. 

Note:The initial description sent by the customer while creating the ticket will not be considered as a response. 

You can use this graph to make a lot of policies around the minimum number of agent responses required for certain types of tickets and the maximum number of customer responses after which the ticket needs to be escalated. For example, if you want to make sure that all the feature request tickets are acknowledged, you can filter the graph and find the tickets that are resolved without any agent response.

Tickets resolved split by Custom Properties

This graph shows the break-up of tickets resolved during the selected time period based on any custom property. If you have multiple custom properties, you can choose any of them from the drop-down and see the tickets resolved split by that property. Please note that the custom text fields will not be available in the dropdown for the selection.

Ticket trends report for greater insights

A good way to use these reports is by combining them with the Ticket Volume trends report. If you see any abnormal highs and lows in a particular period, you can quickly jump to the ticket volume trends reports and see the daily/weekly resolution trend. For example, if you see that too many high priority tickets have been resolved in the time period you selected, you can figure out if it's because of issues that cropped up on one day or if the number has been rising consistently throughout the time period.