Overview About Ticket Metrics Report

The Ticket Metrics Report in BoldDesk provides detailed insights into how tickets are handled across their lifecycle. These metrics help administrators and support managers evaluate agent performance, SLA compliance, and overall support efficiency.

By analyzing ticket metrics, teams can identify bottlenecks, optimize workflows, and improve customer satisfaction.

Check out this video to learn on Ticket Metrics Report.

Access the Ticket Metrics Report

Navigation Path
Reports → Ticket Metrics

Log in to the BoldDesk Agent Portal.
Click Reports from the left navigation menu.
Select Ticket Metrics.

The report loads with default columns and filters applied.

All time‑based metrics in the Ticket Metrics Report are calculated using SLA operational hours, as configured in SLA settings.

This ensures accurate measurement based on business hours rather than calendar time.

Ticket Metrics Categories

The Ticket Metrics Report is organized into multiple metric categories.

Reply metrics

Metric	Description
Reopen Count	The number of times that the tickets have been reverted from Solved or Closed status to any other status (i.e., not Solved to Closed and Closed to Solved).
Agent Update Count	The number of public responses (i.e., both public replies and notes) updated in the tickets by an agent.
Requester Update Count	The number of responses updated in the tickets by the requester.

Assignee metrics

Metric	Description
First Assigned Time (min)	The duration in minutes required to assign the first agent/group to the ticket from the moment the ticket is created.

Status metrics

Metric	Description
Time Spent in Pending Status Category (min)	The total time in minutes that a ticket is in the Pending Status Category. Explore further instructions about System Default Ticket Status and Status Category for more details.
Time Spent in Hold Status Category (min)	The total time in minutes that a ticket is in the Hold Status Category.
Closure Time (min)	The total time difference in minutes between the ticket created time and ticket closed time. If the ticket is reopened and subsequently closed again, the time difference will be added to the existing Closure time of the ticket.

SLA metrics

Metric	Description
SLA Achieved Count	The number of times the tickets have met the SLA based on any of the given metrics. (For example, First Response, Next Response, and Resolution).
SLA Breached Count	The number of times that the tickets have been SLA breached by considering any of the metrics (For example, First Response, Next Response, and Resolution).
Response Achieved Count	The number of times that the tickets have been SLA achieved by next response.
Response Breached Count	The number of times that the tickets have been SLA breached by next response.
Resolution Achieved Count	The number of times that the tickets have been SLA achieved by resolution.
Resolution Breached Count	The number of times that the tickets have been SLA breached by resolution.
First Responded On	The date and time of the agent’s first response to the customer’s inquiry in the ticket.
First Response Achieved On	The time and date when the agent first responds to the customer’s inquiry in the ticket, before the response due date as defined by the SLA.
First Response Breached On	The time and date when the agent first responded to the customer’s query in the ticket, after the response deadline set by the SLA.
Response Achieved On	The time and date when the agent responded to the customer’s most recent inquiry, which is not the first inquiry in the ticket, before the response deadline as defined by the SLA.
Response Breached On	The time and date when the agent replied to the customer’s latest inquiry, not including the initial query in the ticket, which happened after the deadline defined by the SLA.
Last Resolution Achieved On	The time and date when the agent provided a resolution and changed the ticket status to the Closed category (i.e. Solved or Closed status) before the resolution deadline as defined by the SLA.
Last Resolution Breached On	The date and time when the agent provided a resolution and changed the ticket status to the Closed category (i.e. Solved or Closed status), which occurred after the resolution deadline as defined in the SLA.
First Response Time (min)	The total difference in minutes between the time the ticket is created and the time the agent first responded.
Response Time (min)	The total time difference in minutes between when a customer query is created and when an agent responds is calculated based on each individual customer query and agent reply in the ticket. This also includes the time difference between the first customer query and the first agent reply of the ticket.
First Resolution Time (min)	The total time difference in minutes between the ticket created time and first resolution time (i.e. ticket moved from Pending or Hold Status Category to Closed Status Category).
Resolution Time (min)	The overall total of time difference in minutes between the ticket created time and resolution time (i.e. ticket moved from Pending or Hold Status Category to Closed Status Category). If the ticket is reopened and resolved again, then the time difference in minutes between the ticket reopened time and resolution time will be added to the existing Resolution Time of the ticket.
First Response Residual Time (min)	The total time difference in minutes between the time the agent first replied and the due time for response as defined by the SLA, provided that the agent’s initial reply occurred before the SLA response due time.
First Response Violation Time (min)	The total time difference in minutes between the SLA response due time and the time the agent first responded, provided that the agent’s initial response is after the SLA response due time.
Response Residual Time (min)	The cumulative difference in minutes between the time the agent responded on time and the response due time as outlined by the SLA, where the agent’s response time precedes the SLA response due time, is calculated based on all the agent’s replies in the ticket. This includes the time difference between when the first agent responded on time and when the ticket’s SLA first response is due.
Response Violation Time (min)	The total amount of minutes that the agent’s response time exceeded the Service Level Agreement (SLA) response due time, based on all the replies the agent made in the ticket. This only includes instances where the agent’s response time is later than the SLA due time. This includes the time difference between the first agent’s timely response and the due time for the first response according to the SLA of the ticket.
First Response	Represents whether the first response of the ticket is achieved or breached. Achieved - If the agent’s first response to the customer’s query in the ticket is provided before the due time specified by the SLA. Breached - If the agent’s first response to the customer’s query in the ticket is delayed beyond the due time as per the SLA.

Applying filters

Filters can help you visualize data according to your requirements and extract insights using these metrics. For example, you can use filters to view details based on a specific category or brand during a specified time period.

Using brand filter

Use the Brand dropdown field near Date Range at the top-right corner to filter the results based on the selected brands. By default, brand preferences will be based on your profile settings.

Using advanced filter

To use advanced filters, follow the steps below.

Click the Filters option at the top-right corner to open a filter panel.
Select the required field and click the Apply button to refresh the report and effect the chosen conditions.

The relation between the selected fields will be considered as an “And” condition when multiple fields are selected.

Exporting Ticket Metrics Report Data in BoldDesk

BoldDesk provides two export options for the Ticket Metrics Report, allowing administrators to download report data based on different reporting and sharing needs.

Export (Standard Export)
Use Export when you want a quick download of the report data in Excel format.

How It Works

Exports the report using the current filters, date range, and selected columns
Generates an Excel (.xlsx) file
Ideal for quick analysis or offline review

Only the requested user can download the file.
The generated link will be valid for two days from the generation date.
The supported export format is Excel.
A maximum of 25 columns can be selected.
A maximum of 5000 records can be exported per request.

Advanced Export
Use Advanced Export when you need more control over the export format and delivery options.

Supported Options in Advanced Export

With Advanced Export, you can:

Choose the file format:
- Excel
- CSV
Customize email delivery details, including:
- Email Subject
- CC recipients
Set the Time Zone for date and time values in the exported file
Export data using the currently applied filters and column selections

This option is recommended for scheduled reporting, sharing reports with stakeholders, or ensuring time‑zone accuracy.

Frequently Asked Questions

Are Ticket Metrics Report time values based on business hours or calendar hours?
Ticket Metrics Report time-based metrics use SLA operational hours configured in SLA settings.
If I apply multiple advanced filters, how are they combined?
Multiple filter fields are evaluated using an AND condition.
Does “Reopen Count” include changes between Solved and Closed?
No. “Reopen Count” excludes transitions between Solved ↔ Closed and counts only moves from Solved or Closed to any other status.
What export formats are supported?