---
title: "Read the ticket analysis report"
description: "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."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/bao-cao/phan-tich-ticket"
---

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 [#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 [#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](/en/ticket/tao-va-xu-ly).
* Which column counts as closed is decided by each team's column set: [Configure the columns of a team's board](/en/ticket/cau-hinh-cot).

## Steps [#steps]

1. Open `https://<your-domain>/reports/tickets`. The page is headed
   **Ticket Analysis**.
2. Choose **Group by**: **Team**, **Stage**, **Assignee** or **Priority**. The
   table reloads as soon as you change it.
3. Choose **Status**. **Open** means the ticket has not reached a column marked as
   closing; **Closed** means it is sitting in one.
4. Set **From** and **To** to narrow the range. Both filter on the date the ticket
   was **created**, not the date it closed.
5. 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](https://helpdesk-docs.svr1.feedapp.click/images/docs/bao-cao/phan-tich-ticket/05-bang-phan-tich-theo-do-uu-tien.en.webp)

   *The report grouped by priority — the one grouping that prints words rather than ids.*
6. Read the table underneath. The first column is the group key; the other four
   are the same averages computed inside that group alone.
7. Read a `—` as "no ticket in this group carries that figure yet", not as a
   zero.

## What the four averages measure [#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                                    |

> **Note:** 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](/en/ticket/chinh-sach-sla).

## Verify [#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 [#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](/en/ticket/cau-hinh-cot)                    |
| **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                           |

## Next steps [#next-steps]

* [Read the SLA compliance report](/en/bao-cao/tuan-thu-sla)
* [Create a ticket and answer the customer](/en/ticket/tao-va-xu-ly)
* [Configure the columns of a team's board](/en/ticket/cau-hinh-cot)