Analytics

Feature	Availability
Ticket Analytics	Free, Unlimited
Feedback Analytics	Unlimited

Ticketon provides comprehensive analytics to help you understand your support performance and user behavior.
Analytics are available for different time periods and can be filtered by category to give you granular insights.

The analytics dashboard provides nine different types of data insights:

Core Metrics - Essential overview of your ticket system
Ticket Volume - Detailed ticket creation and status trends
Category Performance - How different ticket categories are performing
Form Usage - Analytics on form submissions and usage
Response & Resolution Times - Performance metrics for support efficiency
Feedback Statistics - User satisfaction and feedback analysis
Schedule Performance - How your support schedule affects ticket creation
User Insights - Understanding your user base and behavior
Staff Performance - Individual staff member metrics

Time Ranges

You can filter analytics by the following time periods:

7 days - Last week’s performance
30 days - Monthly overview
90 days - Quarterly insights
180 days - Half-yearly trends
1 year - Annual performance
All time - Complete historical data

Core Metrics

Core metrics provide the fundamental overview of your ticket system performance:

Key Statistics

Total Tickets - All tickets created in your system
Open Tickets - Currently active tickets awaiting resolution
Closed Tickets - Successfully resolved tickets
Deleted Tickets - Tickets that were removed from the system

Performance Indicators

Average Response Time - How long it takes for staff to first respond to a user’s message
Average Resolution Time - How long it takes to close a ticket from creation
Resolution Rate - Percentage of tickets that have been successfully closed

Ticket Volume

Track ticket creation patterns and trends over time:

Volume Tracking

Daily ticket volume broken down by status (open, closed, deleted)
Visual chart showing ticket trends over the selected time period

Weekly Comparison

Current week’s ticket count vs. previous week
Percentage change to identify growing or declining support demand

Category Performance

Understand how different ticket categories are performing:

Category Metrics

Ticket Count - Number of tickets per category
Average Resolution Time - How long each category takes to resolve
Satisfaction Rating - Customer feedback scores per category

Performance Indicators

Most Active Category - Category with the highest ticket volume
Fastest Resolution Category - Category with the shortest resolution time

Form Usage

Track how your custom forms are being utilized:

Form Statistics

Total Submissions - Number of form submissions in the selected period
Most Used Form - Form with the highest submission count
Form Usage Stats - Detailed breakdown of each form’s usage and associated categories

Usage Analysis

Times each form has been used
Categories where forms are most commonly submitted
Identification of unused forms

Response & Resolution Times

Detailed timing analytics to measure support efficiency:

Average vs. Median Times

Average times can be affected by outliers (extremely long resolution times)
Median times represent the middle value and are typically more accurate

Category Breakdown

Response and resolution times broken down by ticket category
Identify which categories need more attention or resources

Feedback Statistics

Customer satisfaction and feedback analysis:

Satisfaction Metrics

Total Feedbacks - Number of feedback submissions received
Average Rating - Overall satisfaction score (1-5 stars)
Rating Distribution - Breakdown of ratings from 1 to 5 stars

Category Feedback

Average ratings and feedback counts per category
Recent feedback comments with ratings and timestamps

Schedule Performance

If you have support schedules configured, track their effectiveness:

Schedule Status

Whether your support schedule is currently active
Busiest Slot - Time slot with the most ticket creations
Next Slot - Upcoming scheduled support time

Time Slot Analysis

Ticket creation counts for each scheduled time slot
Performance data to optimize your support hours

This section only appears if you have an active support schedule configured.

User Insights

Understand your user base and their behavior patterns:

User Statistics

Unique Users - Distinct users who created tickets
Recurring Users - Users who have created tickets multiple times
New Users - First-time ticket creators in the selected period

User Analysis

Top Users - Users with the most ticket submissions
Users by Category - Distribution of users across different categories

Note: New and recurring user data is only available when a specific time range is selected (not “all time”).

Staff Performance

Individual staff member analytics and performance tracking:

Staff Metrics

Tickets Handled - Number of tickets each staff member has claimed
Average Resolution Time - Individual resolution performance
Resolution Rate - Percentage of tickets successfully closed by each staff member
Average Satisfaction - Customer feedback ratings for each staff member

Performance Ranking

Top Performer - Staff member with the most handled tickets
Total Active Staff - Number of staff members currently handling tickets

Best Practices

Monitoring Performance

Check core metrics weekly to maintain awareness of overall performance
Use median times instead of averages for more accurate performance assessment
Monitor resolution rates to ensure quality service delivery

Identifying Trends

Use ticket volume analytics to predict busy periods
Track category performance to allocate resources effectively
Monitor staff performance for training and recognition opportunities

Improving Satisfaction

Review feedback statistics regularly to identify areas for improvement
Use category-specific satisfaction data to focus improvement efforts
Address categories with consistently low satisfaction ratings

Optimizing Resources

Use schedule performance data to adjust support hours
Analyze form usage to streamline the ticket creation process
Monitor user insights to understand your community’s support needs