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It’s essential that support managers keep tabs on the volume of tickets their team is dealing with. This way, they can make the right decisions about distributing the workload optimally between agents.

Ticket volume reports make this task easier with a comprehensive breakdown of the number of received, resolved and unresolved tickets in your helpdesk, and the trends they’ve been following over specified time periods. Managers can use this information to derive meaningful insights on how to tackle increasing ticket volumes efficiently, without compromising on the quality of the responses. For example, if incoming ticket volume trends indicate to the managers that a particular shift is understaffed, the ideal next step would be to ramp up the hiring for that shift.

Resources

Ticket volume trends in Freshdesk