Ticket Reports

Ticket Reports

Overview

The Ticket Reports page provides insights into ticket activity, resolution performance, and ticket trends across your organization.

It helps teams monitor support operations, identify recurring customer issues, track ticket resolution efficiency, and measure overall ticket management performance.

Users can analyze ticket metrics over time, review ticket status distribution, monitor closure times, and identify the most common ticket tags.

When to use it:
Use Ticket Reports to monitor support performance, identify operational bottlenecks, and understand customer issue trends.

Key Use Cases

  • Monitor overall ticket volume
  • Track Open, Pending, and Closed tickets
  • Measure average ticket closure time
  • Analyze ticket creation and resolution trends
  • Identify recurring customer issues using tags
  • Monitor ticket performance over specific time periods
  • Evaluate support team efficiency

Accessing Ticket Reports

To access Ticket Reports:

  1. Navigate to Tickets from the main navigation menu.
  2. Click Reports from the left panel.

The Ticket Reports dashboard will open.

Ticket Statistics

The Ticket Statistics section provides a high-level overview of ticket activity.

Available metrics include:

  • Total Tickets — Total number of tickets created
  • Open — Tickets currently awaiting resolution
  • Pending — Tickets awaiting action or follow-up
  • Closed — Successfully resolved tickets
  • Escalated — Tickets that required escalation
  • Average Closure Time — Average time taken to close tickets


These metrics help teams quickly assess overall support performance.

The Trends chart helps visualize ticket activity over time.

The chart displays:

  • Tickets Created
  • Open Tickets
  • Pending Tickets
  • Closed Tickets

Users can switch between different time granularities such as:

  • Daily
  • Weekly
  • Monthly
  • Quarterly


This helps identify spikes in ticket volume and monitor resolution trends.

Customize Chart Visualization

Users can customize report visualizations using the chart settings menu.

Available options include:

  • Show or hide data labels
  • Show or hide Y-axis labels
  • Change chart visualization type

Supported visualization types include:

  • Line Chart
  • Curve Chart
  • Line Area Chart
  • Curve Area Chart

These options allow users to customize reports based on their preferred reporting style.

Average Closure Time Report

The Average Closure Time chart tracks how long tickets take to be resolved over time.

This report helps teams:

  • Measure support efficiency
  • Monitor SLA performance
  • Identify delays in ticket resolution
  • Track improvements in support operations


Users can change the reporting frequency to view closure trends at different levels of detail.

Tag Statistics

The Tag Statistics table shows the most frequently used ticket tags.

For each tag, users can view:

  • Tag name
  • Number of associated tickets


This helps identify the most common customer issues and recurring support themes.
IdeaFrequently occurring tags may indicate product, service, or process areas that require additional attention.

The Tag Trends chart displays how ticket tags change over time.

Users can:

  • Track recurring issue patterns
  • Monitor changes in customer concerns
  • Compare tag frequency across different periods
  • Identify emerging support trends


This helps teams proactively address issues before they become widespread.

Best Practices

To get the most value from Ticket Reports:

  • Review ticket trends regularly to identify recurring issues
  • Monitor average closure time to improve support efficiency
  • Use tags consistently across tickets for accurate reporting
  • Apply filters to analyze specific teams, surveys, or priorities
  • Investigate sudden spikes in Open or Escalated tickets
  • Use Tag Trends to identify emerging customer concerns

Info
Ticket Reports update dynamically based on the selected filters and date range, allowing users to analyze support performance from multiple perspectives.

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