# Ticket volume: Formula and dbt YAML | Silicon

URL: https://meetsilicon.com/metrics/ticket-volume/

> Ticket volume is the number of support tickets opened in a period.

## Formula
Ticket volume = count of tickets created
## Why it matters
Volume, broken down by category, shows where customers struggle. Spikes often point to a product or billing issue.
## Common pitfalls
- Merge duplicates before counting.
## Define it in dbt for Silicon
Add this to your model's YAML. Aggregate metrics sit under a column's meta.metrics; ratios are type: number metrics that reference other metrics. Rename models and columns to match your project.
schema.yml Copy
models:
- name: fct_tickets
columns:
- name: ticket_id
meta:
metrics:
tickets:
type: count_distinct
description: Tickets opened
Once it's defined, anyone can ask about ticket volume in plain English and get an answer built on this definition. See the metrics reference for every option.
## Related
- Average resolution time ->
- On-time delivery rate ->
- Semantic layer ->
## Tell us where your data lives today.
Book 30 minutes with the founder. Tell us where your data is today, and see Silicon running on sample data.
Talk to Sujay
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