The total number of tickets created in the helpdesk during a specific time period is referred to as received tickets.
The number of tickets received is an important metric to monitor. The number of received tickets, when combined with the number of resolved tickets, indicates the health of your support. If there is a significant difference between the number of tickets received and resolved, it indicates that your team requires more agents to handle tickets or a more efficient method of handling tickets.
It can be broken down based on ticket properties such as source, type, and priority to determine what types of tickets are taking up your agents' time.
