Hi friends!
We are coming up on year-end and the headcount justification season is upon us! I am curious if anyone else has figured out a great way to calculate headcount using existing FreshDesk reports or analytics using ticket volume, etc.
We have seen monster gains in tickets YoY, but are struggling to quantify the exact number of heads we need to tackle the increase.
Any suggestions, recommendations, or templates would be greatly appreciated.
Hello Bud,
From the information you provided, displaying the number of tickets created each week/month/year would give you explorable insights on this.
Please navigate to Analytics -> New report -> Add widgets and you can enter the time range and under Group by you can map any one of the following:
1. Day of the week.
2. By week.
3. Day of the month
4. Monthy of the year
5. By Month
6. A quarter of the year.
7. By year.
Also, cross-checking with the number of tickets each agent has handled for that day/week/month/year will give you further insights.
Hope this helps.
Please write an email to support(at)freshdesk.com should you require further assistance on this.
Cheers!
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