Here are some common metrics associated with ticket performance scores in Freshdesk:
1. First Response Time: This metric measures the time taken to respond to a customer's initial query.
2. Resolution Time: It measures the time taken to resolve or close a ticket once it has been opened. It helps gauge the efficiency of your support team in resolving customer issues promptly.
3. Agent Response Time: This metric focuses on the individual performance of support agents. It tracks how quickly each agent responds to tickets assigned to them.
4. Customer Satisfaction (CSAT) Score: CSAT is a metric that measures customer satisfaction with the support they received.
To obtain this data, you can utilize the custom reports available in the Analytics tab.
If you are subscribed to the Pro or Enterprise plan, you can click on the New Report option to create a report. Within the report, you can include a widget and adjust the metrics according to the example screenshot provided below:
To collect the CSAT data, you can apply filters similar to the screenshot provided below.
These metrics help assess the performance and effectiveness of a support team, identify areas for improvement, and ensure customer satisfaction.