Monitoring ticket age helps support teams identify tickets that have remained in the system for longer than expected. In BoldDesk, you can create a custom dashboard widget that categorizes tickets into age ranges such as 0–1h, 1h–6h, 6h–12h, 12h–24h, and 24h+.

This classification helps support teams monitor aging tickets, review open ticket distribution, identify tickets that may require follow-up, and understand operational backlog across a selected reporting period.

Create a Widget to View Tickets by Age Range

To create a custom widget that groups tickets by age range:

1. Go to the Reports module.

2. Open the dashboard where you want to add the widget.

   • To create a new dashboard, click Create Dashboard, enter the required details, and click Create.

   • To use an existing dashboard, click the More options icon next to the dashboard and select Edit Dashboard.

     

3. Click Add Widget.

4. In the Add Widget page, select Ticket from the module dropdown.

5. Click Create New.

   

6. In the widget settings page, enter a widget name, such as Tickets by Age Range.

7. Configure the widget settings as follows:

   • Module: Ticket
   • Widget Type: Chart
   • Chart Type: Select a chart type, such as Pie, Bar, Column, Doughnut, or another preferred chart type.
   • Aggregation: Count
   • Values: Ticket Count
   • Sort by: Value
   • Group by or X Axis: Ticket Age. The field label may appear as Group by or X Axis depending on the selected chart type.
   • Data Format: Percentage with value
   • Time Range Format: Select 24 hours, 48 hours, 72 hours, or Custom Range based on your reporting requirement.

8. Review the automatically generated intervals in the Time Range field.

   If you selected Custom Range, define the required minimum and maximum durations, and click Apply.

9. Add the required date filter.

   For example:

   • Created On → Relative date → Last 30 days

   You can change the date filter based on the reporting period you want to analyze.

10. Click Add to save the widget.

    

After the widget is created, the dashboard displays ticket counts grouped by the configured ticket age ranges. You can use this widget to understand how long tickets have existed in the system and identify tickets that may need follow-up based on their age.

You can also use the widget options to refresh, maximize, open the widget in a new tab, change the chart type, or view the complete underlying data for the widget.

When to Use Ticket Age

Use Ticket Age when you want to understand how long tickets have existed in BoldDesk.

Ticket Age is useful for monitoring:

• Tickets that have remained in the system for a certain period.
• Tickets older than a specific number of hours or days.
• Aging tickets that may require follow-up.
• Ticket volume grouped by age range.
• Operational backlog based on ticket age.

Troubleshooting

Ticket Age is not available in the Group by field

Confirm that the Ticket module is selected in the widget settings. The available Group by fields depend on the selected module. Ticket Age appears when the Ticket module is selected.

The widget does not show tickets in the expected age range

Review the selected Time Range Format and the generated Time Range values. Also confirm that the date filter includes the tickets you want to analyze.

For example, if the date filter is set to Created On → Last 30 days, only tickets created within the last 30 days are included.

The ticket count is lower than expected

Check the widget filter and date filter. Tickets outside the selected date range or filter conditions are not included in the widget result.

Tickets solved quickly still appear in an older age range

Ticket Age shows how long a ticket has existed in the system. It does not measure how quickly the ticket was resolved.

If you want to measure resolution speed, create an SLA-based widget and group it by Agent Turnaround Time. Explore further information on How to Track Tickets by Resolution Duration in BoldDesk.

Permissions

To create a custom dashboard widget that shows tickets by age range, the agent’s role must have access to the Reports module and the Create custom dashboard permission enabled.

When enabling Create custom dashboard, choose the required access scope based on who should be able to use the dashboard:

• Private and agent
• Private, agent and group
• Private, agent, group and public

If agents also need to edit or manage existing custom dashboards, enable the Manage custom dashboard permission.

Frequently Asked Questions

1. Can I view tickets by age range in BoldDesk?
   Yes. Create a custom dashboard widget using the Ticket module and set Group by to Ticket Age.

2. Which value should I select for a Ticket Age widget?
   Select Ticket Count in the Values field to count tickets in each age range.

3. Why is Ticket Age not shown in the SLA module?
   Ticket Age is available when the Ticket module is selected. The available Group by fields depend on the selected module.

4. Can I use Ticket Age to measure resolution speed?
   No. Use Ticket Age to understand how old tickets are. To measure how quickly tickets were resolved, use an SLA-based widget grouped by Agent Turnaround Time.

5. What date filter should I use for this widget?
   Use a date filter that matches your reporting need. For example, use Created On → Last 30 days to analyze tickets created within the last 30 days.

6. What permission is required to create this widget?
   The agent’s role must have access to the Reports module and the Create custom dashboard permission enabled. If the agent needs to edit or manage existing custom dashboards, enable the Manage custom dashboard permission.

Related Articles

1. Custom Widgets: Create, Edit & Manage Dashboards Easily in BoldDesk
2. How to Create and Manage Custom Dashboards in BoldDesk
3. Widget Types in BoldDesk Custom Dashboards