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How to review ticket performance in YakDesk

Growth and AgencyAgents, admins and owners

To know whether your team is keeping up, look at how many tickets arrive, how fast they get a first reply, and how customers rate the help. Ticket reports put those numbers for any date range on one page.

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Transcript

See how quickly your team answers tickets, and how customers rate the help.

In Tickets, open Reports. Set the From and To dates, and pick a queue if you only want one team's tickets.

The tiles show tickets created, the median time to a first response, the median time to resolve, and CSAT from customer ratings.

Further down, volume by day and the busiest hours show when tickets arrive, so you can plan who's on shift.

Steps

  1. Choose dates and a queue ▶ 0:06

    In Tickets, select Reports. Set From and To, and optionally choose a Queue.

    Ticket reports filters for From, To and Queue

  2. Read response times and CSAT ▶ 0:14

    Check First response (median), Resolution (median, business time) and CSAT.

    Ticket report tiles for first response, resolution and CSAT

  3. Look at volume ▶ 0:24

    Scroll down to Volume by day and the busiest hours to see when tickets arrive.

    Volume by day chart of incoming tickets
ResultYou know your ticket volume, median first response and resolution times, and CSAT for the dates you chose.

Next steps

Updated 2026-11-09