Today
operational health · right now
2
new tickets today
0 autoreplies excluded
14
open right now
unresolved across the queue
8d 18h
oldest open ticket
#9623 · 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 141 in the last 7 days
-33% vs 6-wk avg · 2 signals above normal
7 weeks
Ticket type▲ ×18.8
Campaign Reply
25 last 7d
vs 1 avg
vs 1 avg
ticket type
Ticket type▲ +67%
Course Admin
17 last 7d
vs 10 avg
vs 10 avg
ticket type
This Week
18 Jun – 24 Jun · so far vs 11 Jun – 17 Jun
141
real tickets
↓ -99 vs last wk
60%
human response
↑ +9.5pp vs last wk
21.7h
avg resolution
↓ -8.8h vs last wk
11.8h
Maria's hours (est.)
↓ -0.4h 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
26
18% (-4.9pp)
▼ -54%
201 (6.7/day)
Billing, Cancellations & Refunds
28
20% (+2.4pp)
▼ -33%
172 (5.7/day)
Other / New Issues
87
62% (+2.5pp)
▼ -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 30.5h · lower is better
CSAT positive %
latest 72% · data from May 2026
Satisfaction
June 2026 · month to date
84.4%
GREEN
↓ -0.6pp vs May 2026
★★★★★Very happy71
★★★★☆Happy5
★★★☆☆Neutral2
★★☆☆☆Unhappy5
★☆☆☆☆Very unhappy7