In our final look at the statistics and analytics of the TremenDesk help desk solution, we wanted to focus on a few details we might have missed before in previous articles. You can think of this kind of like an FAQ for the statistics in the hosted help desk, TremenDesk.
Ticket queue statistics is a feature that allows you to compare the number of tickets in different queues, or compare the number of tickets in a queue at different times in the past. The feature is divided into two parts:
- the overall queue loads
- the average queue loads
Overall queue loads show how many tickets have been active in a specific time period. For example, if you’re viewing the ticket queue statistics for the last 48 hours, you may see the following message:
There are 1318 tickets between 2 days ago and now in all queues.
This statistic simply tallies the total number of tickets in the period you chose. The graphs (like those we showed you the past few days) convey the ticket numbers in queues at one time, and do not reflect the total number of tickets.
Some things to note about ticket queue statistics graph:
- Statistics are updated in 15-minute intervals, which means that the graph will only take into account tickets that are active for at least 15 minutes.
- It may take several hours to populate statistics for new queues. The busier your queues are, the more statistics the system can gather.
- It may take several days of operation until the graphs can be useful, especially if you’re interested in trends.
- Statistics are only kept for 60 days.
TremenDesk is by far the best hosted help desk application out there today. Want to give it a shot? You can sign up and test it for free on TremenDesk.com.
