Unresolved tickets refer to support tickets that have been created but are not yet fully addressed or closed. Typically, a ticket remains unresolved if it is in any of the following statuses:
Open: The ticket has been acknowledged, but work on resolving it has not started.
In Progress: The support team is actively working on resolving the ticket.
On Hold: The ticket is temporarily paused, often waiting for more information or a specific event before it can proceed.
Escalated: The issue has been passed to a higher-level support team or department for further assistance.
Unresolved tickets are important to monitor because they indicate ongoing issues that still require attention, and tracking them helps ensure that no customer's concern is left unattended.
The following are various types of graphs available for unresolved tickets.
Daily Unresolved Tickets: This graph shows the number of unresolved tickets daily.
Unresolved Tickets by Status: This graph categorizes unresolved tickets based on their current status, for example, Open, In Progress, On Hold, and Escalated.
Unresolved Tickets by Assignment: This graph shows how many unresolved tickets are assigned to each support agent or team.
Unresolved Tickets by Status and Month: This graph combines ticket statuses and monthly data, showing how the number of unresolved tickets in each status changes over the months.
Weekly Unresolved Tickets: This graph aggregates the data weekly, showing the number of unresolved tickets at the end of each week.