Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. These reports help you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.


Trend of tickets received and resolved

This graph shows you the trend of the number of tickets created in the helpdesk and the number of tickets resolved by the agents. You can choose to see the daily/weekly/monthly/quarterly/yearly trend using the buttons in the top right corner of the graph. You can see the daily trend of tickets received and resolved up to 31 days, the weekly trend of tickets up to 31 weeks and so on.


If you see an abnormal number of tickets received or resolved during a particular time period, you can click on the corresponding bar and see the list of tickets. For example, if the number of tickets received on a particular day is too high, you can click on the corresponding 'tickets received' bar and find out if all the tickets were about one particular issue.


You can also filter the tickets received and resolved based on ticket properties. For example, you can see the trend of phone tickets that you receive or the trend of high and urgent priority tickets resolved.

'Hour of the day' and 'day of the week' trend of tickets received and resolved
In the selected time period, the average number of tickets received and resolved for each day of the week and each hour of the day is plotted here (Time of the day depends on your account's timezone). For example, if you hover over the 12th hour on a Monday, you will be able to see the average tickets received and resolved during the 12th hour of all Mondays in the selected time period. And if you choose just one day as your selected time period, the average number of tickets received and resolved for that day alone is populated. This gives you an idea of what each hour of the day and each day of the week generally looks like. You can get various insights from this graph like
  • how many tickets you receive on average on a Monday (or any day of the week's) morning, 
  • when your agent productivity peaks, 
  • which hour of which day receives too many tickets but has barely any people to handle it, etc.
Depending on these insights you can figure out which time/day needs more agents of if you need to have a 24X7 support. You can also figure out the right time for tickets to come in and communicate that with the customer. 

To make sure that the average values shown is not skewed by one particular day, read this graph along with the ticket volume graph on top.