Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
The most basic report and the one most often built wrong. Which date, which exclusions, which grouping.
Build it
- Ticket dataset.
- Metric: tickets created.
- Attribute: by week.
- Filter: last twelve weeks, excluding spam and suspended.
- Line or column chart.
Created, not solved
Volume means what arrived. Filtering on solved date answers a different question and produces a number that moves for reasons unrelated to demand.
Exclude spam
Otherwise a spam run looks like a demand spike, and somebody plans staffing around it.
Weeks beat months
Months have different numbers of working days, so a monthly chart shows a February dip that is a calendar artefact. Weeks are comparable with each other.
Use complete weeks
Exclude the current one. A partial week always reads as a collapse in volume, every time somebody opens it mid-week.
Split by channel once
Total volume tells you the size; the channel split tells you what kind of work it is. Build the total first, then look at the split as a separate report rather than crowding one chart.
Read it against something
Volume alone means little. Against last year, against customer numbers, or against a release date, it starts explaining itself.
Watch for the causes
A sustained rise is either growth or something broken. Comparing volume by topic, where you have triage, answers which within minutes.
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