Plan requirement
| Subscription | Suite Professional or higher |
| Access | Agent |
What is moving and what is stuck. The dashboard for finding the ticket nobody has touched since Tuesday.
What it shows
- Tickets by status, now.
- How long they have been in that status.
- What has been solved today.
- What is approaching a target.
The valuable part is age
Not how many tickets are open, but how long they have been open without moving. Volume is normal; a ticket untouched for three days is a customer forming an opinion.
Pending is where things hide
Tickets waiting on the customer leave the active queue and stop being seen. Some are genuinely waiting; some are waiting for a reply that came and was missed.
Ageing pending tickets are the most reliably overlooked work in any support operation.
Use it for the daily check
Five minutes each morning: what is oldest, what is approaching a target, what has not moved. Three questions, and they catch most of what would otherwise become a complaint.
On hold needs a reason
Where tickets sit on hold for a long time, check what they are waiting for. Often it is a third party nobody has chased, and the ticket is functioning as a place to forget things.
Solved today is context, not a score
Useful for knowing whether the day is going normally. Not a target: solving many easy tickets is not better than solving few hard ones.
Pair it with a view
The dashboard tells you something is stuck; a view sorted by age gives you the list to work through. One diagnoses, the other treats.
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