Ticket Report

The Ticket Report shows you an overview of your inboxes' KPIs. See trends in your ticket volume, including average and median time to completion, find out who your top requesters are, and review agent performance.

Ticketing admins, agents, and observers have permissions to view reports.

The Ticket Report requires at least eight weeks of ticket data in order to effectively display trends.

If you want to see the data that these KPIs are based on, export your ticket history for the full dataset.

Overview, Agents, & Deflections

Ticket reporting is consolidated in three categories: Overview, agents, and defelctions.

Overview:

Your report will have several inbox-wide metrics including:

• Ticket Volume (past 9 weeks)

• Top 5 Requesters (past week)

• Tickets Created (over 8-week average)

• Tickets Completed (over 8-week average)

• Average Ticket First Response Time (over 8-week average)

• Average Ticket First Completion Time (over 8-week average)

• Average Ticket Completion Time (over 8-week average)

• Median Ticket Completion Time (over 8-week average)

Additionally, if any of your inboxes has satisfaction surveys enabled, your report will also include these two metrics:

• Average Ticket Satisfaction Score (over 8-week average)

• Total Ticket Satisfaction Surveys Completed (over 8-week average)

Agents:

Your report will also include individual agent KPIs like:

Agent KPIs in the ticket report

• Top Agents by Tickets Completed (past week compared to 8-week average)

• Agent Average Completion Time (past week compared to 8-week average)

• Agent Median Completion Time (past week compared to 8-week average)

Deflections:

Finally, the Ticket Deflection section of the report shows summary data about recent deflection attempts from both AI ticket deflection and Smart Replies, including:

A summary of recent ticket deflection attempts

• Tickets Confirmed Deflected (over 8-week average)

• Total Ticket Deflections (over 8-week average)

• Tickets Created (over 8-week average)

Ticket report filters

By default the ticket report shows data for the past nine weeks across all inboxes, tags, and workspaces. You can use the following filters to customize the report:

• Date Range - Select a specific date range rather than rolling 9-week totals

• Inbox - Drill down into one or more specific inboxes

• Tags - Select one or more tags to view topic-specific trends
• Workspaces - Drill down into data for specific Slack Connect workspace (for customer support inboxes only)