Use Analytics → Tickets to review active work, status mix, queue trends, and SLA risk. Open, Pending, and On hold contribute to active work; Resolved does not.
Before you begin
Your workspace must have ticket activity for the reports to populate.
Step by step
- Open Analytics → Tickets and choose the relevant UTC date range.
- Review Active tickets, Tickets in queue, Tickets — SLA at risk, and Resolved share.
- Use Queue trend for the daily pattern and Tickets by status or Counts by status for the current breakdown.
- Review Agents — ticket load for linked tickets and active linked work by conversation assignee.
- Open the relevant ticket or source conversation when a report identifies work that needs investigation.
What to check
You understand which requests are active and where the backlog sits. The reporting view counts Open, Pending, and On hold as active; Resolved is excluded from active work.
Need to troubleshoot?
The report says there are no tickets
Check whether tickets have actually been created in this workspace.
An agent has no linked load
Review conversation-to-ticket linkage and assignment before treating the empty value as a reporting error.