Total Tickets
12.4K
+18.2%
Since Last Month
Resolved Tickets
9.8K
+12.4%
Since Last Month
Pending Tickets
1.2K
-4.5%
Since Last Month
Customer Rating
4.9
Exellent
Since Last Month
Tickets By Channel
Resolved Tickets By Category
12,743 +12.76%
-
Technical Support
6,865 13.92%
-
Billing & Payment
4,764 10.67%
-
Security & Compliance
976 6.84%
-
API & Integration Support
567 2.76%
Support Analytics
Recent Tickets
| Ticket ID | Subject | Priority | Date | Status | Actions |
|---|---|---|---|---|---|
| #ST-28641 | Payment Failed | High | 12 May, 2026 | Solved | |
| #ST-28642 | Login Issue | Low | 23 July, 2026 | Pending | |
| #ST-28643 | Unable to Feature Export | Low | 15 August, 2026 | Overdue | |
| #ST-28644 | Log System Not Getting | Medium | 17 June, 2026 | Solved | |
| #ST-28645 | Styles Not Working | High | 26 March, 2026 | Pending |
Recent Activity
-
09:15AMJDResolvedJohn DoeResolved ticket #HD-1021 regarding login issue for Customer A.
-
04:10AMJSActiveJane SmithNew ticket #HD-1025 created for Billing Issue
-
01:35AMTBPendingTom BrownTicket #HD-1030 pending assignment to an agent for Technical Issue.
-
03:01PMBMOverdueBob MartinTicket #HD-1018 overdue for Password Reset .
-
02:15PMSLActiveSarah LeeTicket #HD-1028 status updated to Pending Customer Response.
Agent Performance
John Carter
Ui Developer
|
135
Tickets Closed
|
2h 15m
Avg Response Time
|
Active |
Lisa Watson
Sr.Manager
|
1,243
Tickets Closed
|
10h 20m
Avg Response Time
|
InActive |
David Miller
Team Lead
|
234
Tickets Closed
|
12h 23m
Avg Response Time
|
Active |
Emily Stone
React Developer
|
327
Tickets Closed
|
4h 34m
Avg Response Time
|
Active |
|
Jane Smith
Mnual Tester
|
256
Tickets Closed
|
13h 25m
Avg Response Time
|
InActive |
Helpdesk Performance KPI
-
First Response Time Average reply within 12 mins89.5%
-
Customer Satisfaction Positive feedback from users94.2%
-
Resolution Efficiency Tickets resolved within SLA97.6%
-
Escalation Rate Tickets escalated to Level 232.7%
-
SLA Compliance Support team meeting SLA targets67.1%
Ticket Summery
| Ticket ID | Customer | Subject | Priority | Assigned To | Created Date | Status | Response Time | SLA | Actions |
|---|---|---|---|---|---|---|---|---|---|
| #HD-1021 |
John Doe
john@example.com
|
Login issue after password reset | High |
Sarah Lee
|
29 May 2026 | Pending | 12 mins | Within SLA | |
| #HD-1022 |
Jane Smith
jane@example.com
|
Payment gateway transaction failed | Medium |
David Miller
|
29 May 2026 | Open | 18 mins | Within SLA | |
| #HD-1023 |
Tom Brown
tom@example.com
|
Unable to access admin dashboard | Critical |
John Carter
|
28 May 2026 | Escalated | 45 mins | Breached | |
| #HD-1024 |
Emily Stone
emily@example.com
|
Refund request for cancelled order | Low |
Lisa Watson
|
27 May 2026 | Resolved | 8 mins | Completed | |
| #HD-1025 |
Michael Scott
michael@example.com
|
Mobile app crashes on startup | High |
Bob Martin
|
26 May 2026 | Open | 20 mins | Near SLA |