Custom widgets in Analytics allow you to view and analyze specific metrics related to your helpdesk performance. In this article, we will guide you on how to set up custom widgets for Ticket Load, Time Trends, and SLA Metrics in Analytics.


Ticket Load: Overview


The Ticket Load custom widget in the team dashboards allows you to view any two out of the three essential metrics: Tickets Received, Tickets Resolved, and Tickets Reopened. Additionally, it offers enhanced filtering capabilities based on Agent groups, Product, and Date Range.



Analyzing Ticket Load in Analytics: 


To analyze Ticket Load with Analytics, go to Analytics and select Curated Reports from the dropdown. You can then go to Helpdesk Ticket Volume & Ticket Volume Trends report. 


  1. Helpdesk Ticket Volume: This report provides an overview of your incoming ticket volume, allowing you to scrutinize key trends related to created, resolved, unresolved, and reopened tickets. To facilitate in-depth analysis, the report is organized into four tabs, each delving into the details of one of the aforementioned metrics. Learn more.
  2. Ticket Volume Trends: This report gives you a comprehensive view of the collective ticket workload handled by your team. For an in-depth analysis, the report is organized into three tabs: Overview of the Load and Ticket Management, Load Analysis, and Analyzing Key Trends. Learn more.


Both these reports provide four default interactive filters—Date Range, Group Name, Agent Name, and Company Name. These filters empower you to manipulate and analyze data on the fly to make informed decisions regarding staffing and resource allocation, facilitating efficient and effective support management.


  • With these reports, you can monitor ticket volume and analyze key trends associated with tickets created, resolved, unresolved, and reopened. 
  • You can also use the default interactive filters for Date Range, Group name, Agent name, and Company Name to slice and dice data on the go.


Time Trends & SLA Metrics: Overview


The Time Trends custom widget in the team dashboards allows you to view any two out of the four metrics: Average resolution time, Average first response time, Average response time, and Average first assign time. 



Similarly, the SLA Metrics custom widget in the team dashboards allows you to view any two out of the three metrics: First Contact Resolution, Response SLA, and Resolution SLA. 



Both widgets offer additional filtering capabilities based on Agent groups, Product, and Date Range.


Analyzing Time Trends & SLA Metrics in Analytics:


To analyze Time Trends and SLA Metrics with Analytics, go to Analytics and select Curated Reports from the dropdown. You can then click on the Helpdesk Performance Curated Report. 


The Helpdesk Performance Report gives you an overview of your overall helpdesk performance, including time metrics and SLA metrics. You can further analyze each metric based on various ticket properties like source, type, priority, and status. The report also offers default interactive filters for Date Range, Group name, Agent name, and Company Name. Learn more.


Custom Report for Custom Widgets


If you want to consume all three widgets together, you can create a custom report in your Analytics module using the below steps:

  • Step 1: Navigate to Analytics and click on the “New Report” button on the top right corner.



  • Step 2: Drag and drop a New Chart and configure it with the required metrics for Ticket Load, Time Trends, and SLA Metrics as mentioned below. 
    • Rename the chart from Untitled to “Ticket Load” or anything else that’s convenient for you.
    • Select the Metric as “Tickets” and metric calculation type as “Total” to show the total number of Tickets received.
    • Now, click on “+ Metric” option and add the metrics: “Tickets Resolved” and “Tickets Reopened” and click on Apply at the bottom.



  • Step 3: Similarly, use the “Add Widgets” to add another chart widget and rename it to “Time Trends” and select the below metrics to set it up: 
    • Select the first metric as “Resolution time in business hours” and select the metric calculation type as “Average”.
    • Now, click on “+ Metric” option and add these three metrics namely: “First Response time in business hours”, “Response time in business hours”, “First assign time in business hours” as Average and click on Apply at the bottom.



  • Step 4:Click on “Add Widgets” to add another chart widget and rename it to “SLA Metrics” and select the below metrics to set it up: 
    • Select the first metric as “Tickets resolved within FCR” and select the metric calculation type as “Percentage”. This will give you First Contact Resolution%.
    • After that, click on “+ Metric” option and add two other metrics namely: “Tickets first responded within SLA” and “Tickets resolved within SLA” as Percentage and click on Apply at the bottom.



  • Step 5: You can also add some Interactive filters on the top, to quickly slice and dice data on the go while reviewing this report.
    • Click on “Add Widgets” to add Interactive Filter widgets for Date Range, Product, Type and Group or any other that’s convenient for you. 
    • Save the report with a convenient name and share it with the required team members.



In a nutshell, custom widgets in Analytics provide you with a comprehensive view of your helpdesk performance. By following the steps mentioned above, you can set up custom widgets for Ticket Load, Time Trends, and SLA Metrics and analyze them effectively.


If you still have any questions or need help setting up this report, reach out to support@freshdesk.com