Tickets reporting
Track ticket volume, time in each state, and resolution speed across teams and teammates with the built-in Tickets report template.
Written By Markus from Featurebase
Last updated About 8 hours ago
Overview
The ‘Tickets’ template gives you a ready-made view of your ticket operations: how many tickets your team receives and resolves, how long tickets sit in each state, and how quickly they get resolved.
Go to the Reports tab and create a new report. Select the ‘Tickets’ template to get started quickly.
Note: You can also combine reporting metrics and attributes to create your own custom report.
Ticket resolution and state times
The top of the template answers how fast tickets move:
‘Median ticket time to resolve’ - the median time from ticket creation to the latest resolved timestamp
‘Median ticket time in submitted’, ‘Median ticket time in progress’, and ‘Median ticket time in waiting on customer’ - the median time tickets spend in each state category
Your custom ticket states each map to a state category - Submitted, In progress, Waiting on customer, Resolved, Canceled, or Reviewing - so these charts stay comparable no matter how many custom states your workspace defines.
Below the KPIs, ‘Median ticket time to resolve - by time’ trends resolution speed over the selected period, and ‘Median ticket time to resolve - by team assigned’ and ‘Median ticket time to resolve - by teammate assigned’ break it down by Team currently assigned and Teammate currently assigned.
The resolution-time charts in this template use All hours by default, so nights and weekends count. In a copy of the template, turn on Within office hours to exclude time outside your workspace schedule. Ticket time in state always measures calendar time.
Tip: Hover a chart and click Drill-in to see the tickets behind a number, or hover the info icon next to a chart title to check its metric, Timestamp, Aggregation, and office-hours state.
Ticket volume
The lower half of the template tracks throughput:
‘New tickets’ - tickets created during the selected period
‘Resolved tickets’ - tickets whose most recent resolved transition happened during the period
‘Comparison of New and Resolved Tickets’ - both counts over time, showing whether your team is keeping up with incoming volume
‘Ticket volume - by team assigned’ and ‘Ticket volume - by teammate assigned’ - new tickets split by Team currently assigned and Teammate currently assigned
These assignment breakdowns use the ticket's live current assignee, so reassigning a ticket moves it to the new team or teammate in every period.
Customize this report
Your copy of the template is a regular custom report: rename, remove, resize, or reconfigure any chart, and add your own.
The report starts with a Ticket type filter in the header, ready to scope every chart to specific ticket types. Other useful filters and breakdowns:
Ticket category - split customer, back-office, and tracker tickets
Current ticket custom state - filter to tickets sitting in a specific state right now
Team currently assigned, Teammate currently assigned, channel, tags, and customer or company attributes
To report on time spent in each state, add a chart with the Ticket time in state metric. Group it by Ticket custom state to compare your workspace's states or by Ticket state category to compare the standard categories.
Note: Current ticket custom state filters by where a ticket sits now. Ticket custom state on the Tickets time in state dataset identifies the historical state interval being measured and cannot break down Ticket time to resolve, which comes from the Tickets dataset.
Learn more about customizing reports →