Understanding the tickets dashboard in analyst copilot (EAP)

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<p id="docs-hc-snippet" style="display: none;">The analyst copilot Support: Tickets dashboard features a number of reports to help you track your solved and open tickets. These reports can help you monitor your ticket backlog and agent productivity.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Support: Tickets dashboard to track solved and open tickets, monitor backlog, and review agent productivity. You get headline metrics like created, solved, unsolved, one-touch rate, reopened rate, and first reply time, plus reports by date, hour, day, group, brand, channel, and ticket status to spot trends and manage unsolved tickets.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You
can <a class="xref" href="https://community.zendesk.com/zendesk-eap-agentic-analytics-154/how-do-i-sign-up-for-the-agentic-analytics-eap-21701" target="_blank">sign up for the EAP here</a>.</div>
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<p class="p">The analyst copilot Support: Tickets dashboard features a number of reports to help you
track your solved and open tickets. These reports can help you monitor your ticket
backlog and agent productivity.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="acp_dashboard_support_ticekts__ul_eqn_fxl_hjc">
<li class="li"><a class="xref" href="#topic_hkt_cxl_hjc">Accessing the Support: Tickets dashboard</a></li>
<li class="li"><a class="xref" href="#topic_tcf_dxl_hjc">Understanding the Support: Tickets dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hkt_cxl_hjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Support: Tickets dashboard</h2>
<div class="body">
<p class="p">You can access the Support: Tickets dashboard from the analyst copilot home page
using the following procedure:</p>
<p class="p"><strong class="ph b">To access the Support: Tickets dashboard</strong></p>
<ol class="ol" id="topic_hkt_cxl_hjc__ol_y3f_y3l_hjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>, click the Home (<img class="image" id="topic_hkt_cxl_hjc__topic_o24_d3p_hvb_image_ovd_jsv_4xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) icon
in the sidebar.</li>
<li class="li">On the analyst copilot home page, search for, then click <strong class="ph b">Support:
Tickets</strong>.<p class="p">The dashboard opens on the Tickets tab.</p>
<p class="p"><img class="image" id="topic_hkt_cxl_hjc__image_lb1_wg5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_8.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tcf_dxl_hjc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Support: Tickets dashboard reports</h2>
<div class="body">
<p class="p">The Tickets tab contains reports about tickets created in your Zendesk account. </p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_fpy_fns_hjc">
<h3 class="title topictitle3" id="ariaid-title4">Tickets tab headline metrics</h3>
<div class="body">
<p class="p">The tickets tab contains the following headline metrics based on the filters you
configured:</p>
<ul class="ul" id="topic_fpy_fns_hjc__ul_ttj_kns_hjc">
<li class="li">
<strong class="ph b">Created tickets</strong>: The number of tickets created.</li>
<li class="li">
<strong class="ph b">Solved tickets</strong>: The number of solved tickets. These are tickets that
have a Solved or Closed status. </li>
<li class="li">
<strong class="ph b">Unsolved tickets</strong>: The number of unsolved tickets. These are tickets
that do not have a Closed or Solved status.</li>
<li class="li">
<strong class="ph b">One-touch rate</strong>: The percentage of tickets that were solved with one
agent reply.</li>
<li class="li">
<strong class="ph b">Reopened rate</strong>: The percentage of reopened tickets that were
previously marked as Solved. </li>
<li class="li">
<strong class="ph b">First reply time median</strong>: The median time from when the ticket was
first created until an agent first replied. </li>
</ul>
<p class="p"><img class="image" id="topic_fpy_fns_hjc__image_pgy_sns_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_604.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_m4c_yms_hjc">
<h3 class="title topictitle3" id="ariaid-title5">Tickets tab reports</h3>
<div class="body">
<p class="p">The Tickets tab contains the following reports:</p>
<ul class="ul" id="topic_m4c_yms_hjc__ul_pcr_zms_hjc">
<li class="li">
<strong class="ph b">Unsolved and solved tickets by date</strong>: An area chart displaying solved
and unsolved tickets over time.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_rtz_cps_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_606.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets created by hour</strong>: A column chart displaying the percentage of
tickets created each hour (0-23).<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_cqd_hps_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_607.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Tickets created by day of week</strong>: A column chart displaying the number
of tickets created each day of the week.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_bsg_qxs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_808.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by group (top 10)</strong>: A bar chart displaying the top 10 groups
with the most tickets.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_u3x_txs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_809.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by group and creation month (12 months unfilterable)</strong>: A
stacked area chart displaying tickets created in each group over the last 12
months.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_oqf_yxs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_810.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by brand (top 10)</strong>: A bar chart displaying your top 10 brands
by number of tickets.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_mpf_dys_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_811.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by brand and creation month (12 months unfilterable)</strong>: An area
chart displaying tickets created in each brand over the last 12
months.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_dp3_hys_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_812.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by channel (top 10)</strong>: A bar chart displaying your top 10
channels by number of tickets.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_ipg_nys_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_813.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by channel and creation month (12 months unfilterable)</strong>: A
stacked area chart displaying tickets created in each channel over the last
12 months.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_tcd_rys_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_814.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets created by month and year</strong>: A line chart displaying the number
of tickets created by month and year.<p class="p"><img class="image" id="topic_m4c_yms_hjc__image_eyd_yys_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_815.png" width="800"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ppw_gns_hjc">
<h3 class="title topictitle3" id="ariaid-title6">Unsolved tickets tab headline metrics</h3>
<div class="body">
<p class="p">The unsolved tickets tab contains the following headline metrics:</p>
<ul class="ul" id="topic_ppw_gns_hjc__ul_tl4_pns_hjc">
<li class="li">
<strong class="ph b">Unsolved tickets</strong>: Tickets that are not in a Solved or Closed
status.</li>
<li class="li">
<strong class="ph b">New and open tickets</strong>: Tickets that are in a New or Open status.</li>
<li class="li">
<strong class="ph b">Unreplied unsolved tickets</strong>: Unsolved tickets with no agent
replies.</li>
<li class="li">
<strong class="ph b">Unassigned unsolved tickets</strong>: Unsolved tickets that are not
assigned.</li>
<li class="li">
<strong class="ph b">Time since update median</strong>: The median time since unsolved tickets were
last updated.</li>
<li class="li">
<strong class="ph b">Unsolved tickets age median</strong>: The median time in days since unsolved
tickets were created.</li>
</ul>
<p class="p"><img class="image" id="topic_ppw_gns_hjc__image_ltf_d4s_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_605.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_jdv_yms_hjc">
<h3 class="title topictitle3" id="ariaid-title7">Unsolved tickets tab reports</h3>
<div class="body">
<p class="p">The Unsolved tickets tab contains the following reports: </p>
<ul class="ul" id="topic_jdv_yms_hjc__ul_p4w_zms_hjc">
<li class="li">
<strong class="ph b">Unsolved tickets by status</strong>: A donut chart showing the percentage of
tickets that are in a New, Open, Pending, or On-hold status.<p class="p"><img class="image" id="topic_jdv_yms_hjc__image_zts_yf5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_1.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by creation month</strong>: A stacked column chart displaying
unsolved tickets and their status and by the month they were
created.<p class="p"><img class="image" id="topic_jdv_yms_hjc__image_drq_zf5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_2.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by group (top 10)</strong>: A stacked bar chart displaying
the top 10 groups by unsolved tickets and their status. <p class="p"><img class="image" id="topic_jdv_yms_hjc__image_cm5_1g5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_3.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by brand (top 10)</strong>: A stacked chart displaying the
percentage of tickets in the new, open, pending and on-hold statuses for
each of your brands.<p class="p"><img class="image" id="topic_jdv_yms_hjc__image_evm_bg5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_4.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by channel (top 10)</strong>: A stacked chart displaying the
percentage of tickets in the new, open, pending and on-hold statuses for
your top 10 most used ticket channels.<p class="p"><img class="image" id="topic_jdv_yms_hjc__image_i4d_cg5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_5.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by assignee</strong>: A table showing your top assignees by
unsolved ticket count and their median ticket age and median time since
their last ticket update.<p class="p"><img class="image" id="topic_jdv_yms_hjc__image_vnw_cg5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_6.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Unsolved tickets by group</strong>: A table showing your top groups by
unsolved ticket count and their median ticket age and median time since
their last ticket update.<p class="p"><img class="image" id="topic_jdv_yms_hjc__image_ef4_dg5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_7.png" width="550"></p>
</li>
</ul>
</div>
</div>
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