Today
operational health · right now
3
new tickets today
0 autoreplies excluded
17
open right now
unresolved across the queue
3d 12h
oldest open ticket
#9384 · safety net
0
unhappy ratings today
1–2 star · early warning
Signals
spike & anomaly watch · last 7 days vs prior 6 weeks
ELEVATED
Overall volume 259 in the last 7 days
+42% vs 6-wk avg · 4 signals above normal
7 weeks
Ticket type▲ ×4.3
Uncategorised
15 last 7d
vs 4 avg
vs 4 avg
ticket type
Ticket type▲ NEW
TIP Course Cancel + Refund
6 last 7d
rarely seen before
rarely seen before
ticket type
Ticket type▲ ×6.4
No response required
82 last 7d
vs 13 avg
vs 13 avg
ticket type
Ticket type▲ +89%
Billing • Cancellation • Refund
24 last 7d
vs 13 avg
vs 13 avg
ticket type
This Week
11 Jun – 13 Jun · so far vs 4 Jun – 10 Jun
92
real tickets
↓ -154 vs last wk
32%
human response
↓ -18.5pp vs last wk
8.1h
avg resolution
↓ -19.5h vs last wk
7.6h
Maria's hours (est.)
→
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
45
17% (-3.8pp)
▼ -18%
201 (6.7/day)
Billing, Cancellations & Refunds
54
21% (+7.4pp)
▲ +54%
168 (5.6/day)
Other / New Issues
160
62% (-3.6pp)
▼ -6%
—
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 50% · lower = Freddy deflecting more
Avg resolution (h)
latest 27.6h · lower is better
CSAT positive %
latest 94% · data from May 2026
Satisfaction
June 2026 · month to date
91.7%
GREEN
↓ -0.6pp vs May 2026
★★★★★Very happy52
★★★★☆Happy3
★★★☆☆Neutral0
★★☆☆☆Unhappy1
★☆☆☆☆Very unhappy4