Today
operational health · right now
7
new tickets today
0 autoreplies excluded
31
open right now
unresolved across the queue
20d 19h
oldest open ticket
#8978 · safety net
0
unhappy ratings today
1–2 star · early warning
Signals
spike & anomaly watch · last 7 days vs prior 6 weeks
NORMAL
Overall volume 148 in the last 7 days
-30% vs 6-wk avg · 3 signals above normal
7 weeks
Ticket type▲ ×22.3
Campaign Reply
26 last 7d
vs 1 avg
vs 1 avg
ticket type
Ticket type▲ ×3.0
Uncategorised
13 last 7d
vs 4 avg
vs 4 avg
ticket type
Ticket type▲ +73%
Course Admin
17 last 7d
vs 10 avg
vs 10 avg
ticket type
This Week
18 Jun – 23 Jun · so far vs 11 Jun – 17 Jun
120
real tickets
↓ -120 vs last wk
52%
human response
↑ +1.7pp vs last wk
16.1h
avg resolution
↓ -9.9h vs last wk
10.0h
Maria's hours (est.)
↓ -2.2h vs last wk
By ticket type
By product
“Human response” counts any agent reply (agent_responded_at). Freddy AI and Maria share this field in the API, so it is an approximation — true Freddy deflection lives in Freshdesk’s Freddy report.
Ticket Load
baseline vs other · last 7 days vs prior 7 · real tickets only
Category7 days
% of loadtrend
30-day
Login & Account Access
27
18% (-3.5pp)
▼ -52%
200 (6.7/day)
Billing, Cancellations & Refunds
27
18% (-0.0pp)
▼ -43%
170 (5.7/day)
Other / New Issues
94
64% (+3.6pp)
▼ -39%
—
The two baseline categories are the perennial drivers of support load, matched by ticket type, tag, or subject keywords. A rising Other share means new kinds of issues are arriving — check Signals above for what's spiking.
Over Time
rolling 8 completed weeks · Thu–WedWeekly volume
real tickets autorepliesHuman response %
latest 51% · lower = Freddy deflecting more
Avg resolution (h)
latest 26.0h · lower is better
CSAT positive %
latest 72% · data from May 2026
Satisfaction
June 2026 · month to date
84.1%
GREEN
↓ -2.9pp vs May 2026
★★★★★Very happy69
★★★★☆Happy5
★★★☆☆Neutral2
★★☆☆☆Unhappy5
★☆☆☆☆Very unhappy7