Using the Analytics Dashboard
Track your support performance with detailed analytics. Available on the Growth plan.
Accessing Analytics
- Click Analytics in the main navigation
- Choose your date range (7 days, 30 days, 90 days, 1 year, or custom)
- View your metrics and charts
Key Metrics
Ticket Volume
- Total Tickets: All tickets in the selected period
- New Tickets: Tickets created in the period
- Closed Tickets: Tickets resolved in the period
- Open Tickets: Currently open tickets
Response Times
- First Response Time: Average time to first reply
- Resolution Time: Average time to close tickets
- Median Response: Middle value (less affected by outliers)
Agent Performance
- Tickets per Agent: Workload distribution
- Response Time per Agent: Individual performance
- Tickets Closed per Agent: Resolution rates
Charts and Visualizations
Ticket Trend
Line chart showing tickets over time:
- New tickets created
- Tickets closed
- Helps identify busy periods
Ticket Distribution
Breakdown of tickets by:
- Status (Open, Pending, Closed)
- Type (Inquiry, Order Issue, Return, etc.)
- Channel (Email, Form, Portal)
Response Time Trend
Track how response times change over time.
Using Analytics for Improvement
Identify Patterns
- Which days have the most tickets?
- What types of issues are most common?
- Are response times improving or getting worse?
Set Goals
- Target first response time under 4 hours
- Aim to close 90% of tickets within 24 hours
- Balance workload across team members
Growth Plan Feature
Analytics is available on the Growth plan. Upgrade from Billing to access these insights.