The Ticket Volume report helps supervisors and support managers understand day‑to‑day support demand. Average Daily Ticket Volume is especially useful for short‑term staffing, shift coverage, and workload balancing, as it reflects how many tickets your team handles on an average day.

BoldDesk calculates average tickets per day by default, making this metric a reliable indicator of daily operational load.

What “Average Daily Ticket Volume” means

Average Daily Ticket Volume is the mean number of tickets created per day over a selected time period. This metric smooths out daily spikes or dips and provides a consistent view of incoming support demand.
It is ideal for:

• Daily and weekly staffing decisions
• Shift planning
• Monitoring sudden changes in ticket inflow

Formula

Average Daily Ticket Volume = Total Tickets Created ÷ Number of Days

Example

If the team received 2,068 tickets over 3 months:

2,068 ÷ 90 = 22.97
Rounded average monthly ticket volume = 23 tickets per day

Why tracking Average Monthly Ticket Volume matters

Average daily ticket volume provides actionable insight into how busy your support team is on a typical day and helps teams respond quickly to changing demand.

Operational uses supported by the metric

• Forecast support workload: Use historical load patterns to inform staffing and shift planning.
• Plan agent staffing and capacity:
  • If tickets created > tickets resolved, workload is accumulating and staffing may need to increase during that period.
  • If tickets resolved > tickets created, staffing may be rebalanced to other time periods.
• Measure performance trends: Compare unresolved tickets to understand productivity and backlog movement.
• Identify changes in customer demand: Review trends by ticket type and ticket source to detect shifts in inbound demand.

How to calculate Average Daily Ticket Volume in BoldDesk

Step 1 Open Reports / Analytics

1. Log in to BoldDesk.

2. Navigate to the Reports module.

   

Step 2 Open the Support Traffic Dashboard

Open the dashboard that shows ticket creation metrics. Learn more about Overview About Support Traffic Dashboard.

Step 3 Set the analysis range and filters

Select a date range, such as:

• Last 7 days
• Last 30 days
• Custom range

Optionally apply filters to match the workload slice you want to measure, such as:

• Department

• Ticket category or priority

• Custom fields

• Brand

  

Step 4 Identify “Total Tickets Created”

• Locate the Tickets Created widget.

• Record the total tickets created for the selected period.

  

Step 5 Compute the daily average

Apply the formula:

Average Daily Ticket Volume = Total Tickets Created ÷ Number of Days

Example

• Total tickets: 2,068
• Date range: 90 days
• Average daily ticket volume = 23 tickets/day

Best Practices for Accurate Results

• Be consistent with date ranges: Use similar time spans when comparing trends.
• Recalculate regularly: Weekly or monthly recalculation helps track changes.
• Combine with other metrics: Pair daily ticket volume with resolution time, backlog size, or SLA performance for deeper insights.

Key Benefits

• Shift and capacity planning: Align staffing with daily demand.
• Trend monitoring: Spot short‑term spikes or drops in ticket creation.
• Performance evaluation: Compare daily volume against SLAs and response times.
• Early issue detection: Identify unusual increases that may signal product or service problems.

Frequently Asked Questions

1. Can Average Daily Ticket Volume be calculated by brand, department, or category?
   Yes. Apply the relevant filters in the Support Traffic Dashboard, then calculate the daily average using the filtered ticket totals.

2. How often should Average Daily Ticket Volume be reviewed?
   Daily or weekly reviews support operational decision‑making, while monthly reviews help track broader trends.

3. What time range is best?

   • Short‑term operations: 7–30 days
   • Trend analysis: 60–90 days or longer

Related Article

Overview About Support Traffic Dashboard