Today
operational health · right now
2
new tickets today
0 autoreplies/no-response excluded
42
open right now
unresolved across the queue
68d 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 181 in the last 7 days
+8% vs 6-wk avg · 8 signals above normal
7 weeks
Product▲ NEW
deliverability-check-reply
10 last 7d
rarely seen before
rarely seen before
product
Ticket type▲ ×4.6
Uncategorised
35 last 7d
vs 8 avg
vs 8 avg
ticket type
Ticket type▲ ×3.8
CSA
7 last 7d
vs 2 avg
vs 2 avg
ticket type
Product▲ +140%
CSA
14 last 7d
vs 6 avg
vs 6 avg
product
Product▲ +157%
Card Update
6 last 7d
vs 2 avg
vs 2 avg
product
Ticket type▲ +62%
Billing • Cancellation • Refund
17 last 7d
vs 10 avg
vs 10 avg
ticket type
Product▲ +86%
OLTC
13 last 7d
vs 7 avg
vs 7 avg
product
Ticket type▲ +57%
Account Login Issue
17 last 7d
vs 11 avg
vs 11 avg
ticket type
This Week
8 Oct – 8 Oct · so far vs 1 Oct – 7 Oct
2
real tickets
↓ -203 vs last wk
0%
human response
↓ -64.4pp vs last wk
—
avg resolution
→
4.0h
Maria's hours (timesheet)
↓ -7.6h vs last wk
By ticket type
By product
No tags yet this week.
“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
36
20% (-0.7pp)
▼ -16%
173 (5.8/day)
Billing, Cancellations & Refunds
39
22% (-1.4pp)
▼ -19%
181 (6.0/day)
Other / New Issues
106
59% (+2.1pp)
▼ -10%
—
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 64% · lower = Freddy deflecting more
Avg resolution (h)
latest 39.4h · lower is better
CSAT positive %
latest 79% · data from May 2026
Satisfaction
October 2026 · month to date
80.0%
GREEN
↓ -5.3pp vs September 2026
★★★★★Very happy15
★★★★☆Happy5
★★★☆☆Neutral2
★★☆☆☆Unhappy0
★☆☆☆☆Very unhappy3