Tickets Received vs Resolved vs Backlog

This chart shows you the general trend of ticket activities in your helpdesk. Ideally, the number of tickets you receive and resolve every day must be closely matching each other, with the number of backlogs flat-lined at the bottom.

Raising red flags:

Backlogs ↑

A sudden increase in backlogs might be due to a recent change you made to your products and offerings, while a gradual increase over time might indicate a genuine scale problem.

Open the Service Desk At a Glance report and identify categories that have most number of backlogs.

Try adding more FAQs to your knowledge base to promote self-service.

If backlogs are distributed across all categories, try scaling your team by adding a few occasional agents.

Tickets By Source

This chart shows you how your support load is distributed across various points of contact like Email, Phone, Chat and the Support Portal. In most businesses, the majority of tickets are raised through the portal, followed by email and phone. You should use this report to identify popular channels, and bring in processes to improve response times. Can be used to identify popular support channels and improve response times based on ticket volume.

Raising red flags:

Concentrated around a single source.

(If all your tickets come through just one of your channels, your users might not be aware that you have a support portal).

Make your support portal publicly available, and tell your customers about it.

Encourage users to go through your knowledge base and search for possible solutions to their issues.

Define SLAs for your most critical channels and structure your business processes accordingly.

Tickets By Time of Arrival

This chart shows how your service desk load is spread across the day, and the number of tickets resolved at that time. Ideally, you should be receiving a steady load of tickets during your core business hours, and little if any tickets during your off hours. The number of resolved tickets at each time of the day must also be closely matching received tickets, implying that you should notice spikes and troughs together, on both bars.

Raising red flags:

Received Tickets > Resolved Tickets at specific time intervals.

(A sudden increase in received tickets could mean that you need to resolve any major issues in hand. A gradual change could mean because your team isn’t scaling to meet with your supporting needs).

Make sure your support staff are available to respond to tickets at this hour.

Manage working hours and shifts based on ticket volume.

Deal with a sudden spikes by scaling up your team at the specified time intervals.