The number of tickets that have been generated in a helpdesk in a given time is called received tickets. This is one of the vital elements of a company to monitor. The data helps to analyze the supporting role played by the agents working in the company.
Let’s suppose that the amount of tickets generated and the amount of tickets resolved do not have a huge gap, it means that the support staff is very efficient with their work. You can also analyze the data to see what sorts of tickets are taking more time to be resolved and act accordingly.Back to Glossary
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