Ticket & SLA analytics

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The ticket analytics view combines throughput (are we shipping work?) with quality (are we hitting our commitments?).

Scope note

Ignores the time range: Open Backlog, its all-time total, and the Backlog Open trend line — every ticket still open today. Follows the time range: everything else — Opened / Resolved, SLA Met Rate, Speed, Status / Priority, Assignees, Member Performance.

Backlog is deliberately absolute. A backlog that only counted the last 7 days would hide exactly the tickets you’ve been ignoring longest.

Overview cards

Card	Meaning
Opened / Resolved	How many tickets were opened versus resolved in the range
Open Backlog	Tickets open right now, including ones created before the period
Inflow vs Outflow	Opened minus resolved — positive means the queue is growing
SLA Met Rate	Percentage of SLA-tracked tickets resolved before their deadline
Speed	Median resolution time, with average and P90 shown beneath

Use Speed’s three numbers together: a median far below the P90 means most tickets are fine and a small tail is dragging; a median close to the average means the delay is systemic.

Charts

Ticket Flow Trend

Opened, Resolved and Backlog Open over time, in day/week/month buckets. The shape you want is resolved tracking opened, with backlog flat or falling.

Status / Priority Mix

Ticket structure in the selected range, viewable By status or By priority.

Open Ticket Aging

Age distribution of currently open tickets. A fat right-hand bar is your “we’ll get to it” pile.

Ticket Actions Breakdown

The most frequent ticket actions in the range — a read on how the team actually uses tickets.

Assignee Distribution

Ticket allocation across assignees. Look for one person carrying the queue.

Custom Field Coverage

How consistently ticket custom fields are filled. If you have none: “No custom fields configured in this workspace.”

SLA charts

SLA State Mix, SLA Events Trend (Opened / Breached / Resolved On Time / Resolved Late), SLA Met Rate Trend and the SLA Breach Heatmap (when breaches happen, by UTC day and hour). Full detail in SLA.

Member Performance

Per workspace member:

Column
Created / Resolved	Throughput
Actions	Total ticket actions
Comments	Discussion volume
Status / Assignments	Workflow activity
Custom Fields	Field updates on tickets
SLA Met Rate	Quality
Median Resolve	Speed

Performance insights

Four ranked lists plus a combined snapshot:

Insight	Ranks
Top Ticket Resolvers	Highest number of resolved tickets in the range
Top SLA Performers	Highest SLA met rate among resolved SLA tickets
Most Active Members	Total ticket actions in the range
SLA Risk Owners	Members currently assigned to tickets already in breached SLA state

Ticket + SLA Member Snapshot puts throughput and SLA quality side by side, so you can see who is fast and on time versus who is only one of the two.

Empty states

No tickets in this range.
No assignee distribution data available.
No member activity in selected range.
No SLA policies configured. → set a Global SLA in workspace settings.

What to look at weekly

Inflow vs Outflow — is the queue growing?
Breached Open — today’s fire list.
Open Ticket Aging — the pile nobody talks about.
SLA Risk Owners — who needs help before Monday.