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.

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 map to six standard categories:

• Submitted

• In progress

• Waiting on customer

• Resolved

• Canceled

• Reviewing

This keeps the charts comparable no matter how many custom states your workspace defines.

Below the KPIs, three charts break down resolution speed:

• ‘Median ticket time to resolve - by time’ - trends resolution speed over the selected period

• ‘Median ticket time to resolve - by team assigned’ - groups it by Team currently assigned

• ‘Median ticket time to resolve - by teammate assigned’ - groups it by Teammate currently assigned

Resolution-time settings work as follows:

• All hours - the default, so nights and weekends count

• Within office hours - excludes time outside your workspace schedule in a copy of the template

• Ticket time in state - always measures calendar time

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. Then choose a breakdown:

• Ticket custom state - compare your workspace's individual states

• Ticket state category - compare the standard categories

Learn more about customizing reports →

Tickets report use cases

Balance incoming and resolved ticket volume

Compare ‘New tickets’ with ‘Resolved tickets’ to see whether your team is keeping up with incoming work. If new tickets consistently outpace resolved tickets, review staffing or ticket routing before the backlog grows.

Find where tickets spend the most time

Use the median time-in-state KPIs to identify whether tickets wait longest in Submitted, In progress, or Waiting on customer. Add a Ticket time in state chart when you need to compare your workspace's individual custom states.

Compare resolution speed across teams

Use ‘Median ticket time to resolve - by team assigned’ and ‘Median ticket time to resolve - by teammate assigned’ to find where tickets move quickly and where additional coverage or process changes may help.

FAQs