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Dashboard

What goes in a ticket volume dashboard in Metabase?

A ticket volume dashboard tracks how much work is coming in, how much you're clearing, and what's piling up. It's the capacity and staffing view for support. Build it from support data synced into a database — see Zendesk, Intercom, or Freshdesk for the connection.

For: Support ops, team leads, WFM. Refresh:hourly to daily. Source: modeled tickets with created/resolved timestamps, channel, and tags.

Which cards belong on a ticket volume dashboard?

Headline KPIs

  • Tickets created (this period)
  • Tickets solved (this period)
  • Net flow (created − solved)
  • Open backlog

Trend & breakdown

  • Created vs. solved by week
  • Backlog by age bucket
  • Volume by channel (email, chat, social)
  • Volume by tag / topic (drivers)
  • Oldest open tickets (table)

What data does a ticket volume dashboard need?

  • A tickets table with created_at and resolved_at.
  • Channel, tag/topic, and team fields for segmentation.
  • A status field if you want backlog to exclude customer-pending tickets.

How do you build a ticket volume dashboard?

  1. Sync your help desk into a database (Zendesk, Intercom, or Freshdesk).
  2. Filter out merged, spam, and bot-created tickets so volume is real load.
  3. Build created-vs-solved and backlog-by-age cards.
  4. Add filters for channel, tag, team, and date range.

Example card SQL

Created vs. solved by weekPostgreSQL
-- Tickets created vs. solved by week, with net flow.
SELECT
  weeks.week,
  COUNT(c.id)                        AS created,
  COUNT(s.id)                        AS solved,
  COUNT(c.id) - COUNT(s.id)          AS net_flow
FROM (
  SELECT generate_series(
    date_trunc('week', CURRENT_DATE - INTERVAL '12 weeks'),
    date_trunc('week', CURRENT_DATE),
    INTERVAL '1 week'
  ) AS week
) weeks
LEFT JOIN tickets c ON date_trunc('week', c.created_at)  = weeks.week
LEFT JOIN tickets s ON date_trunc('week', s.resolved_at) = weeks.week
GROUP BY weeks.week
ORDER BY weeks.week;

Integrations

Zendesk + MetabaseIntercom + MetabaseFreshdesk + Metabase

Analytics

Support analyticsOverviewCustomer support overviewOverview

Dashboards

Support overview dashboardSLA & response-time dashboard

Metrics

Ticket volumeResolution time

FAQ

What does net flow tell me?
Net flow (created minus solved) is the early-warning signal for backlog. A persistently positive net flow means tickets arrive faster than you clear them, so wait times and backlog will grow even if each individual metric still looks fine. See ticket volume for how to read it.
How do I use ticket volume for staffing?
Combine the created trend with average handle time and your target response SLA to estimate required agent-hours, and account for seasonality. Watch net flow as the real-time check that staffing is keeping pace.
Should reopened tickets count as new volume?
No — a reopen is continued work on an existing ticket, not a new arrival. Track reopens separately and let them extend resolution time rather than inflating created counts.