With the helpdesk at a glance there are a number of categories such as average response, average first response and average resolution time etc.
I don't quite understand how some are calculated. Average first response is the first time we reply to a ticket (not a note etc)
Just like to fully understand how they are calculated and how sometimes they slip so I can explain reasons to end user clients.
Also the received tickets, resolved tickets and backlog tickets don't always add up.