Today
operational health · right now
0
new tickets today
0 autoreplies excluded
26
open right now
unresolved across the queue
9d 1h
oldest open ticket
#9179 · 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 257 in the last 7 days
+40% vs 6-wk avg · 4 signals above normal
7 weeks
Ticket type▲ ×6.6
Uncategorised
23 last 7d
vs 4 avg
vs 4 avg
ticket type
Ticket type▲ ×6.4
No response required
82 last 7d
vs 13 avg
vs 13 avg
ticket type
Ticket type▲ NEW
TIP Course Cancel + Refund
6 last 7d
rarely seen before
rarely seen before
ticket type
Ticket type▲ +59%
Billing • Cancellation • Refund
21 last 7d
vs 13 avg
vs 13 avg
ticket type
This Week
11 Jun – 14 Jun · so far vs 4 Jun – 10 Jun
104
real tickets
↓ -142 vs last wk
28%
human response
↓ -22.1pp vs last wk
8.1h
avg resolution
↓ -21.5h vs last wk
8.6h
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
43
17% (-4.8pp)
▼ -20%
199 (6.6/day)
Billing, Cancellations & Refunds
49
19% (+3.5pp)
▲ +26%
164 (5.5/day)
Other / New Issues
165
64% (+1.3pp)
→ +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 autorepliesHuman response %
latest 50% · lower = Freddy deflecting more
Avg resolution (h)
latest 29.6h · lower is better
CSAT positive %
latest 94% · data from May 2026
Satisfaction
June 2026 · month to date
91.7%
GREEN
↓ -0.3pp vs May 2026
★★★★★Very happy52
★★★★☆Happy3
★★★☆☆Neutral0
★★☆☆☆Unhappy1
★☆☆☆☆Very unhappy4