Today
operational health · right now
1
new tickets today
0 autoreplies excluded
13
open right now
unresolved across the queue
4d 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 201 in the last 7 days
-2% vs 6-wk avg · 4 signals above normal
7 weeks
Ticket type▲ NEW
Campaign Reply
20 last 7d
rarely seen before
rarely seen before
ticket type
Ticket type▲ ×3.4
Uncategorised
13 last 7d
vs 4 avg
vs 4 avg
ticket type
Product▲ +129%
Card Update
8 last 7d
vs 4 avg
vs 4 avg
product
Ticket type▲ +50%
CPD Cancellation
12 last 7d
vs 8 avg
vs 8 avg
ticket type
This Week
18 Jun – 20 Jun · so far vs 11 Jun – 17 Jun
65
real tickets
↓ -175 vs last wk
55%
human response
↑ +4.6pp vs last wk
6.9h
avg resolution
↓ -17.9h vs last wk
5.4h
Maria's hours (est.)
↓ -6.8h 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
43
21% (+2.6pp)
▼ -16%
209 (7.0/day)
Billing, Cancellations & Refunds
43
21% (+1.1pp)
▼ -22%
170 (5.7/day)
Other / New Issues
115
57% (-3.7pp)
▼ -30%
—
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 24.9h · lower is better
CSAT positive %
latest 72% · data from May 2026
Satisfaction
June 2026 · month to date
86.7%
GREEN
↓ -4.7pp vs May 2026
★★★★★Very happy67
★★★★☆Happy5
★★★☆☆Neutral1
★★☆☆☆Unhappy4
★☆☆☆☆Very unhappy6