Customer Support data can give you a lot of information in regards to your business, namely, reveal product insights or surface operational issues.
The Ticket distribution metrics page shows you information about the following:
- Total categories: the total number of categories defined for your tickets.
- Categories used: the total number of categories used in customer tickets for the selected time range. This indicator accounts for categories that have at least one ticket classified for the given time range.
- Categorized tickets: the percentage of tickets that are assigned to a category.
- Language: the percentage of tickets in each supported language.
Underneath there is a list of all cards that you can click on to see the percentage of tickets belonging to each subcategory that falls under that card.
Filtering Metrics Results
On the top of the page, you can filter the results by category, language and/or time range. When a certain category or language is selected, the total numbers change to the total for the selected category/language within the selected time range.