1.4. Tickets

Dashboard tracks total tickets, as well as tracking over time, status, and ticket creator, helping to evaluate performance and make adjustments to improve ticket management

Ticket interface

Parameter explanation

• Open tickets: the number of tickets is in the Open status

• Processing tickets: the number of tickets that are in the Processing status

• Pending tickets: the number of tickets that are in the Pending status

• Voicemail tickets: the number of tickets from voicemail channel

• Total tickets: the number of tickets at the moment

• Unassigned tickets: the number of tickets that are unassigned to any agents (the "Assign to" field on the ticket is empty)

• Closed tickets: the number of tickets that are in the Closed status