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The total number of tickets created within a particular period in the helpdesk is called received tickets.

The number of received tickets is an important metric to track. Received tickets taken along with resolved tickets indicate the health of your support. If there is a huge gap between the number of tickets received and resolved, it means that your team needs more agents to handle tickets or a more efficient way to handle tickets.

It can be broken down based on various ticket properties like source, type and priority to find out what kind of tickets are taking up your agents’ time.