Today
operational health · right now
8
new tickets today
0 autoreplies/no-response excluded
70
open right now
unresolved across the queue
67d 20h
oldest open ticket
#13472 · 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 184 in the last 7 days
+12% vs 6-wk avg · 4 signals above normal
7 weeks
Ticket type▲ ×8.8
Uncategorised
63 last 7d
vs 7 avg
vs 7 avg
ticket type
Product▲ NEW
deliverability-check-reply
11 last 7d
rarely seen before
rarely seen before
product
Ticket type▲ ×4.8
CSA
8 last 7d
vs 2 avg
vs 2 avg
ticket type
Product▲ +112%
CSA
12 last 7d
vs 6 avg
vs 6 avg
product
This Week
1 Oct – 7 Oct · so far vs 24 Sep – 30 Sep
184
real tickets
↓ -23 vs last wk
51%
human response
↓ -19.0pp vs last wk
40.7h
avg resolution
↑ +11.0h vs last wk
11.6h
Maria's hours (timesheet)
→
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
35
19% (-2.2pp)
▼ -20%
169 (5.6/day)
Billing, Cancellations & Refunds
37
20% (-2.1pp)
▼ -20%
184 (6.1/day)
Other / New Issues
112
61% (+4.3pp)
→ -4%
—
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 autoreplies/no-responseHuman response %
latest 70% · lower = Freddy deflecting more
Avg resolution (h)
latest 29.7h · lower is better
CSAT positive %
latest 84% · data from May 2026
Satisfaction
October 2026 · month to date
83.3%
GREEN
↓ -1.5pp vs September 2026
★★★★★Very happy10
★★★★☆Happy5
★★★☆☆Neutral2
★★☆☆☆Unhappy0
★☆☆☆☆Very unhappy1