In NeetoDesk, the Active Tickets count gives you an overview of all tickets currently in the system. This number is calculated using the following formula:
Active Tickets = Total tickets − (Closed + Spam + Trash)
Why does it exclude closed tickets?
"Active" is meant as the active ticket view, not an archive. Once a ticket is closed, the team usually doesn't need to see it in the day-to-day inbox. Folding closed tickets into "Active" would make the count grow forever and the view less useful over time.
In addition to the default Active Tickets calculation, you can also create Custom Views to track tickets based on your specific needs.
To learn more about how to create custom views, refer to this help article.