The ticket dashboard provides all statistics pertaining to tickets. You can filter the dashboard by segment, priority, label, type, and period.
The following table describes the statistics that appear in the Tickets Dashboard window.
Statistic
Description
Total Tickets
Total number of tickets.
Currently Open
Total number of open tickets.
Completed Tickets
Total number of completed tickets.
Total Replies
Total number of replies.
Customers Helped
Total number of customers who were helped.
Contacts Helped
Total number of contacts who were helped.
Completed Within SLA Limit
Total number of tickets that were addressed within the service level agreement (SLA) limit.
The SLA limit is determined by the ticket priority and is defined in thePrioritiessection on theSettingstab of theTicketing Configwindow (for tickets that are not associated with accounts) and on theSLAstab in theAccounts Configwindow (for tickets that are associated with accounts).
Exceeding SLA Limit
Total number of tickets that were not completed within the SLA limit.
This number also includes canceled tickets.
Approaching SLA (Within 20%)
Total number of tickets that are neither canceled nor closed and are within 20% of the SLA limit.