Ticket Overview

The ‘Ticket Overview’ report is the front page of your helpdesk. It answers the question every support manager opens the dashboard to ask: how are we doing right now, and how did we get here?

It combines a live workload gauge with date-scoped volume, response and distribution statistics on a single screen.

Accessing Ticket Overview

Navigate to the Reports tab from the top menu and select Ticket Overview from the report sidebar. It is the first item in the list.

Filters

Two controls sit at the top of the page:

• All Products: Narrow the product distribution to a single product, or leave it on All Products.
• Date Range: Set the reporting period. Click the ✕ on the picker to clear it.

The Live / Snapshot selector sits in the top right corner. See Live and Snapshot View for how captures work.

Current Support Workload

This card is a live gauge. It always reflects the state of your helpdesk right now and is not affected by the date range filter.

• Tickets Awaiting Reply: How many open tickets are currently waiting on an agent.
• Unassigned Tickets: Tickets with no agent assigned to them.
• Avg. Waiting Time: How long the average waiting customer has been waiting.

A Needs Attention badge appears on this card when your waiting queue crosses into unhealthy territory, giving you an at-a-glance warning without reading the numbers.

Overall Ticket Stats

Unlike the workload card, these figures respect your selected date range.

• New Tickets: Tickets created within the range.
• Not Responded Yet: Tickets created within the range that have not received a single reply.
• Closed Ticket: Tickets resolved within the range.

Below the numbers, the Daily Ticket Creation chart plots how many tickets arrived on each day of the range. If your start and end date are the same day, this chart switches to an hourly view instead.

Agent Response Stats

This section measures output rather than intake.

• Total Responses: Every agent reply sent within the range.
• Tickets Handled: The number of distinct tickets those replies touched.
• Active Agents: Agents who sent at least one reply in the range. Agents with no replies are not counted.
• Avg. Response: Total responses divided by active agents — the average output per working agent.

The Daily Response Distribution chart below plots reply volume across the same period.

Product Distribution by Tickets

On the right side of the page, this card breaks your ticket volume down by product for the selected range.

• Total Tickets shows the overall count. When you filter to a specific product using the All Products dropdown, this total narrows to that product only.
• Below it, the top products are listed with a coloured bar showing their relative share.
• Tickets with no product assigned appear under No Product.
• Click View Details to jump to the full Product Insight report.

Same-Day Response Rate

The donut chart at the bottom right shows how much of your incoming volume gets a reply on the day it arrives.

A ticket counts as Answered same day when its first agent reply landed on the same calendar date the ticket was created. Everything else — replied to later, or not replied to at all — falls into the remaining segment.

TIP

This is one of the fastest health checks in the whole Reports section. A same-day rate that drops week over week usually shows up here before it shows up in customer complaints.