Read the ticket analysis report

Open the administrator-only ticket analysis screen, choose how to group it and over which dates, then read what each of the four averages measures.

The Ticket Analysis screen rolls tickets up by team, stage, assignee or priority. This page reads each figure on it and states which tickets every average leaves out.

Goal

A ticket count and four average durations for a date range, and a clear idea of where each average starts counting and where it stops.

Before you begin

The administrator role. Any other account opening this address is sent straight to Tickets, with no message.
No entry in the navigation column points at the reports; open https://<your-domain>/reports/tickets directly.
A workspace with tickets to roll up — see Create a ticket and answer the customer.
Which column counts as closed is decided by each team's column set: Configure the columns of a team's board.

Steps

Open https://<your-domain>/reports/tickets. The page is headed Ticket Analysis.

Choose Group by: Team, Stage, Assignee or Priority. The table reloads as soon as you change it.

Choose Status. Open means the ticket has not reached a column marked as closing; Closed means it is sitting in one.

Set From and To to narrow the range. Both filter on the date the ticket was created, not the date it closed.

Read the five tiles at the top: Tickets, Avg close, Avg assign, Avg first response, Avg response. They cover every ticket the filters match.

The ticket analysis screen grouped by priority: five figure tiles across the top and, below them, a table with one row per priority level and four average-duration columns — The report grouped by priority — the one grouping that prints words rather than ids.

Read the table underneath. The first column is the group key; the other four are the same averages computed inside that group alone.

Read a — as "no ticket in this group carries that figure yet", not as a zero.

What the four averages measure

Tile	Starts counting	Stops counting	Left out
Avg close	When the ticket is created	When it enters a column marked as closing	Tickets still open; dragging one back out clears the figure
Avg assign	When the ticket is created	The first time it is handed to a person	Tickets never assigned; later reassignments are not recorded
Avg first response	The customer's oldest unanswered message	The agent's first public reply	Internal notes, and every later reply
Avg response	The same, per exchange	The mean over every exchange answered	Tickets with no reply yet

These four count wall-clock hours and take nothing off for out-of-hours time. The SLA clock does the opposite — it runs only inside the shifts of a working calendar, so the two report different numbers for one ticket. See Set an SLA policy for a team.

Verify

Set Group by to Priority and Status to All: adding up the Tickets column over every row matches the Tickets tile above.

Set From to a date in the future. The table turns to No data and the tiles fall to 0 or —, which is the sign the date filter is biting.

Troubleshooting

Symptom	Cause	What to do
The first column prints numbers rather than a team, person or column name	The report returns the record id as the group key and the console prints it as it stands	Group by Priority to read words, or match the id against the address of the team's own page
One row has `—` as its key	Those tickets carry no team, assignee or stage	Fill that in on the tickets themselves and reload the report
Avg close is empty although plenty of work is finished	The team's final column is not marked as a closing one	Fix it in Configure the columns of a team's board
To set to today, yet today's tickets are missing	To is read as 00:00 UTC on that date	Set To to the following day
The report address lands you back on the ticket list	The account does not carry the administrator role	Ask an administrator to read it for you, or to change your role
Avg first response is empty for the busiest group	Those tickets were handled with internal notes and have no public reply	Nothing to correct afterwards; the figure counts public messages only