The Overview section at the top of Reports shows one card for each ticket status. Each card counts how many times tickets moved into that status during the selected period, not how many tickets currently have that status.
This means the cards can add up to more than the total number of tickets in your workspace.
What each card counts
A card appears for every status that tickets moved into during the selected period, including any custom statuses your workspace has added. If a status had no activity during that period, no card appears.
The same ticket can be counted on multiple cards. For example, with the default statuses, if a ticket is created, gets an agent reply, gets a customer reply, and is then closed, it adds one to New, Waiting on customer, Open, and Closed.
If a ticket is closed, reopened, and then closed again during the same period, it is counted twice on the Closed card.
Changing the time period
Go to Reports.
Click Last 30 days at the top right. The button shows whichever period is currently selected.
Select a period, or choose Custom duration and enter your own start and end dates.
Every card and chart updates based on the selected period.
Reading the change percentage
The arrow next to each count compares the selected period with the period immediately before it. An up arrow means the count went up, and a down arrow means it went down.
For example, Last 24 hours is compared with the previous 24 hours, while Last 30 days is compared with the previous 30 days.
An increase isn't always an improvement. More tickets moving to Closed means more tickets were resolved, while more tickets moving to On hold means more tickets are waiting on something.