Ticket Insights Overview

Updated: May 29, 2025

Ticket Insights

Tracks key ticket metrics to give support teams clear insights to help them identify trends, improve workflows, and enhance the overall customer experience.

It has the following metrics:

Reply Metrics - Provide a clear view of how productive your support team communicates with customers.
SLA Metrics - Help measure how well your support team adheres to the response and resolution commitments defined by your organization.
Assignee Metrics - Provide detailed information on how an agent or group perform in managing and resolving tickets.
Status Metrics - Track ticket status change over time.
Automation impact - Helps support teams understand how automation is influencing ticket workflows, agent productivity, and overall service quality.

By analyzing these data, support teams identify delays, optimize ticket assignments, and ensure timely progression toward resolution. These metrics identify critical areas requiring attention, enabling informed decision-making. As a result, teams manage workloads more effectively, enhance operational efficiency, and deliver faster, more consistent customer support.

How to access ticket’s insight tab

Follow these steps to access the insights tab;

Open the Tickets module in the left panel.
Select any Ticket from the tickets listing page.
On the ticket details page, select the insight tab.

Reply Metrics

Reply metrics track the timeliness and efficiency of agent responses.

Metric	Description
Created on	Shows the date and time when the ticket was submitted.
Last replied on	Shows the last date and time when a response was added to the ticket.
Last reply by	Indicates the name of the last user (Agent or end-user) who added a response.
Last reply by agent on	Show the last date and time when the agent added a response.
Last reply by agent	Shows the name of the agent who added the most recent response.
Last reply by requester on	Shows the date and time when the last update was made by the requester.
Number of agent replies	Shows the total number of times an agent has added response.
Time spent in pending status	Tracks the duration the ticket stays in pending.
Time Spent in hold status	Tracks the timeframe the ticket has been held.

SLA Metrics

These metrics measure how well ticket handling aligns with defined response and resolution time commitments.

Metrics	Description
Response Due	Shows the deadline by which the first response must be sent.
Resolution Due	Shows deadline by which the ticket must be fully resolved.
First response time	Tracks time taken from ticket creation to the first customer response.
First response residual time	Shows the remaining time before the first response SLA is breached.
First response violation time	Records the amount of time by which the first response SLA was exceeded, if breached.
Average response time	Calculates the average time it takes for support agents to respond to tickets (including initial and subsequent responses).
Response residual time	Tracks the time remaining before the next required response breaches the SLA.
Response violation time	Total time accumulated where response SLAs have been exceeded across the ticket.
Response achieved count	Records the number of times where any response was violated
Response breach account	Shows the number of times where any response SLA was violated.
First resolution time	Records the time taken to resolve a ticket for the first time.
Full resolution time	Records the total time taken from ticket creation to its final closure, including all reopenings.
Resolution residual time	Calculates the time left before the resolution SLA is breached
Resolution violation time	Calculates the amount of time by which resolution SLA was exceeded across breached tickets
Resolution achieved count	Shows the number of times resolution sla was met.
Resolution breach count	Shows the number of times where the resolution SLA was missed

Assignee Metrics

These metrics help monitor workload, reassignment trends, and ownership efficiency.

Metrics	Description
First assigned time	Total time taken from ticket creation to when it was first assigned.
First assigned on	Shows date and time when the ticket was first assigned.
Last unassigned on	Reflects the most recent date and time the ticket became unassigned.
Last assignee changed on	Shows the most recent date and time the assignee was changed.
Assignee count	Total number of different agents who were assigned to the ticket.
Group count	Total number of different groups the ticket was routed through.

Status Metrics

These metrics help evaluate ticket progress and handling consistency.

Metrics	Description
First response status	Shows ticket status at the time the first response was sent.
First status changed on	Shows the date and time when the ticket’s status was first updated.
Last status changed on	Tracks the date and time when the ticket’s status was last updated.
Reopen count	Number of times the ticket was reopened after being marked resolved or closed.
Last reopened on	Reflects the most recent date and time the ticket was reopened.
Full resolution on	Tracks final date and time the ticket was resolved before permanent closure.
First resolved on	Shows the first date and time the ticket was marked as resolved.
Resolved by	The agent who resolved the ticket.
First closed on	Indicates the first date and time the ticket was closed.
Closed on	Shows the final date and time the ticket was closed.
Closed by	The agent who closed the ticket.
Closure time l	Total time taken from ticket creation to its final closure.

Automation Impact

These metrics reveal how automated rules and triggers streamline ticket management.

Metrics	Description
Event trigger impact count	Shows the number of times an event- based automation such as status change, assignment impacted a ticket.
Time trigger impact count	Reflects the number of times a time-based automation , such as, SLA reminders, follow-ups) affected a ticket.
Last event trigger impacted on	Tracks the most recent date and time an event-based trigger was executed on the ticket.
Last time trigger on	Shows the most recent date and time a time-based trigger was executed on the ticket.