How to find unresolved tickets that are overdue in reporting/analytics?

  • 17 November 2022
  • 1 reply

Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.

When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.

All the best!

1 reply

Userlevel 3
Badge +3

Hi @rzagazaryan,


Thank you for reaching out to the Freshworks community.


To get the data of all the unresolved tickets which are overdue, you could make use of the following Metric along with the filter which is shown in the screenshot -



Feel free to drop a note here incase of further queries :)


Thank you.