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Please add the %of tickets replied within certain time in analytics

  • 23 July 2021
  • 3 replies
  • 17 views

It would be great to be able to check the percentage of tickets replied within certain time on the analytics as we have been doing on the performance distribution report. 

 

Please see the below screenshot as reference:

 

BR,

 

Rafael

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Best answer by hemanth.ramya 28 July 2021, 14:10

Hello Rafael,

 

You can always use the Ticket widget metric with either total or percentage filter. Similarly, you can also add another Ticket metric to the widget and use total/percentage filter as indicated below. By this, you will get the desired results in both formats.

 

Widget configuration and filters

 

Cheers,

Freshdesk Community Team

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3 replies

Userlevel 3

Hello Rafael,

 

You can always use the Ticket widget metric with either total or percentage filter. Similarly, you can also add another Ticket metric to the widget and use total/percentage filter as indicated below. By this, you will get the desired results in both formats.

 

Widget configuration and filters

 

Cheers,

Freshdesk Community Team

First of all, I want to thank you for your reply. 

 

On regards to the suggested solution, unfortunately, it won’t work as I need it. Please note that I am looking for the average response time and in your example, the metric that is shown is the average first response time. 

 

Unfortunately, as far as I have been able to see, the average response time is not a metric that is available in analytics. 

 

I hope the FreshWorks team will be able to include this metric soon. 

 

BR,

 

Rafael

Userlevel 3

It is certainly a valid ask and we would surely pass this on as feedback, Rafael. 

For now, you can make use of Next response time metric in Freshdesk analytics for your requirements. 

 

Thank you,

Freshworks Community Team

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