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Median Open Time

Tickets by Assignee

Median Open time

Custom Field

Average Response Time<

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Week

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First Contact Resolution (Count)

First Contact Resolution (Rate)

Escalation Count

Escalation Rate

Ticket Backlog

Other

A ticket is a threaded conversation.

The number of user messages responded to in a ticket.

Avg Responses per Ticket

Number of tickets closed with only one response.

Percentage of tickets closed with only one response.

Number of tickets another agent replied to after this first agent responded.

Percentage of tickets escalated.

Support Coverage

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Cc

Include ticket thread

This will change the ticket's primary contact.

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This ticket's To/Cc recipients will now be able to see each other's addresses. Please review to make sure Cc/Bcc addresses are entered as expected.

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