How to Track Tickets Raised vs. Solved per Month in BoldDesk
Tracking tickets raised (created) versus tickets solved (resolved/closed) per month helps evaluate support workload balance, backlog growth, and operational efficiency. In BoldDesk, use the Support Traffic Dashboard (demand/incoming) together with the Support Monitoring Dashboard (progress/resolution).
This article explains why this comparison matters, what each dashboard shows, and how to use them together to get a clear monthly view of incoming versus resolved tickets.
- Resolved ticket is a ticket with a closed status category Solved or Closed.
- Ticket raised refers to the total number of tickets created in the portal
Prerequisites
- Role/Access: Agent or Admin with permission to view Reports
- Data hygiene: Tickets must have correct Brand, Department, and Source values for accurate filtering
- Timeframe alignment: Decide the monthly period (current month, last month, or a custom month) and use the same period on both dashboards
Why compare Tickets Raised vs. Tickets Solved
Monthly comparison of created vs. resolved tickets provides:
- Workload balance: Validate whether ticket resolution keeps pace with ticket creation
- Backlog detection: Identify gaps where tickets created > tickets solved, indicating accumulating unresolved tickets
- Team performance evaluation: Assess whether staffing and workflows are sufficient
- Trend analysis: Detect seasonal spikes, product issues, or workflow bottlenecks
- Customer satisfaction & SLA support: Faster resolution is commonly associated with improved CSAT and SLA outcomes
When tracked monthly, this metric provides a clear, high‑level view of support efficiency and long‑term trends.
Definitions used in the dashboards
- Tickets Raised: Tickets counted in Tickets Created for the selected month
- Tickets Solved: Tickets counted in Tickets Resolved (and where shown, Tickets Closed) for the selected month
- Unresolved Tickets: Tickets in any status other than Resolved or Closed
Tickets solved in a month might not have been raised in the same month. This behavior is expected because resolution can occur after the creation month.
Support Traffic Dashboard (Tickets Raised / Incoming)
The Support Traffic Dashboard answers: How many tickets are being raised/resolved?
Track Tickets Raised and Resolved per month
Step 1: Open the Support Traffic Dashboard
- Log in to BoldDesk
- Navigate to Reports → Support Traffic Dashboard
Step 2: Set the monthly date range and Brand filter
- Apply a Brand filter if multiple brands are used
- Select a monthly date range
- Ensure the dashboard view is summarized by month (monthly grouping)
Step 3: Review ticket metrics
Locate and record these indicators:
- Tickets Created (tickets raised during the selected month)
- Tickets Resolved (also visible on this dashboard as an indicator)
Other indicators that may appear:
- Tickets Reopened
- Tickets Unsolved
- Replies by Contact
- Replies by Agent
Step 4 (Optional): Apply filters for deeper analysis
Use filters to isolate traffic patterns by:
- Department or team
- Ticket source (email, portal, chat)
- Ticket priority or category
2. Support Monitoring Dashboard
The Support Monitoring Dashboard focuses on resolution and progress. It answers the question: How many tickets are being solved, and how effectively?
Step-by-Step: Tracking Tickets Created and Solved per Month
Step 1: Open the Support Monitoring Dashboard
Navigate to the Support Monitoring Dashboard within BoldDesk.
Step 2: Match the Date Range
Set the date range to the same monthly period used in the Support Traffic Dashboard. Using inconsistent date ranges makes the comparison unreliable.
Step 3: Review Resolved (Closed) Tickets
In the Ticket Statistics widget, identify and record:
- Tickets Created
- Tickets Resolved
Other Ticket Statistics metrics that will appear:
- Tickets Closed
- Replies by Agent
- Replies by Contact
- Response Pending
- Resolution Pending
This data represents the tickets solved within the selected month.
This view represents tickets solved within the selected month (even if created earlier). This is normal and expected.
How to interpret the monthly comparison
Tickets Created > Tickets Resolved: Backlog likely increased during the month (more tickets entered than exited)
Tickets Resolved > Tickets Created: Backlog likely decreased during the month (more tickets exited than entered)
Troubleshooting
A user cannot access Support Traffic Dashboard or Support Monitoring Dashboard
- Verify the user role has permission to view Reports.
- Confirm the user is signed in to the correct BoldDesk workspace/account.
The numbers look incorrect after filtering
- Confirm Brand, Department, and Source values are correctly populated on tickets.
- Confirm the same filters (Brand/Department/Source/Category) are applied consistently when comparing across dashboards.
Created and resolved counts do not match for the same month
This is expected when tickets created in earlier months are resolved in the current month.
Monthly comparison seems inconsistent between dashboards
Confirm both dashboards use the same monthly date range and the same monthly grouping.
Frequently Asked Questions (FAQ)
-
Is it a problem if more tickets are created than solved in a month?
Not necessarily. Short-term gaps can be normal. A consistent gap across months can indicate backlog growth. -
Why don’t solved tickets match created tickets for the same month?
Tickets resolved in a month may have been created in earlier months. -
Can the monthly view be filtered by department or brand?
Yes. Both dashboards support filters such as brand, department, source, and category. -
Which dashboard should be checked first?
Start with Support Traffic Dashboard to understand demand, then use Support Monitoring Dashboard to evaluate resolution capacity. -
Where can pending workload indicators be found?
Use Response Pending and Resolution Pending in the Support Monitoring Dashboard.
