Ticket Summary Report
Review ticket volume, priority, and resolution patterns.
The Ticket Summary report shows ticket volume by status and related support activity.
Use it to understand support workload and whether issues are moving toward resolution. It is most useful when ticket status and priority are kept current.
Use the report to decide where support process needs attention. The next action usually happens in tickets, not in the report itself.
Open Ticket Summary
- Open Reports.
- Select CRM.
- Choose Ticket Summary.
- Set the date range.
- Review status counts, priority mix, and the table.
Use This Report To
- Review open support volume.
- Track resolved and closed work.
- Spot queues that are growing.
- Review urgent or high-priority issue patterns.
Prepare Ticket Data
Before sharing the report, clean stale statuses, assign ownerless tickets, and review tickets closed only for cleanup. Ticket reports are useful only when status and priority reflect the real support state.
Filters
Use date range to review a support period. This report groups by status, so it does not use the day/week/month group-by control.
Use the same period when comparing support performance week to week or month to month. Changing the date range can make volume or closure trends misleading.
How to Read It
If open and pending tickets grow faster than resolved or closed tickets, review assignment, priority, and workflow handoffs.
Use this report in weekly support review. High urgent or high-priority volume usually means the team should review SLA expectations, routing rules, and customer communication.
If status counts look healthy but customers still complain, sample closed and pending tickets. The report shows movement, but ticket replies and notes show whether customers received useful updates.
SLA And Ownership Review
If open or pending volume grows, check whether tickets have owners, due dates, and recent customer replies. A queue can look organized by status while still missing ownership or next action.
Investigate Patterns
Look for repeated issue types, customers with many tickets, and statuses that stay open too long. Repeated patterns may need a knowledge-base page, workflow, product fix, or clearer customer communication.
Also compare high-priority tickets with resolution notes. If urgent tickets do not explain what happened, the report may look complete while customer context is still missing.
Pair The Report With Ticket Views
The report shows the pattern; the ticket list shows the work. After identifying stale tickets, overloaded owners, or a rising status bucket, create a filtered ticket view for the follow-up queue. Review the actual ticket conversations, priorities, customers, due dates, and assignees before changing ownership or status in bulk.
If the report is used for SLA review, confirm the ticket status rules match your support process. A ticket that is waiting on the customer should not be treated the same way as a ticket waiting on your team.
Follow-up Workflow
- Filter to the support period.
- Sort by status or priority in table view.
- Open the tickets list in CRM.
- Reassign stale open tickets.
- Review whether closed tickets have useful resolution notes.
- Add workflow automation if repeated ticket types need the same routing.
Troubleshooting
If the report shows fewer tickets than expected, check date range, workspace, status changes, and whether requests were captured as tickets or only as notes.
If closed counts look high, sample closed tickets and confirm they were resolved, not closed for cleanup.
After cleanup, rerun the report before exporting or sharing it. Support reports should reflect current ticket hygiene, not stale or misclassified records.