Analytics

The Helpdesk analytics page provides a comprehensive view of your support team's performance over any date range.

Overview metrics

The top-level cards show:

• Created: total tickets created in the period

• Resolved: total tickets resolved

• Avg response: average time from ticket creation to first staff reply

• Avg resolution: average time from creation to resolution

• SLA compliance: percentage of resolved tickets that met their SLA resolution target

• CSAT score: average customer satisfaction rating (1-5) from surveys

• Open: current open ticket count

Volume chart

A daily bar chart shows tickets created versus resolved, making it easy to spot trends and backlogs.

Breakdowns

Four panels break down ticket volume by:

• Priority: how many tickets at each priority level

• Queue: distribution across your queues

• Assignee: workload per team member

• Channel: how tickets are being created (web, email, portal, API)

CSAT distribution

When satisfaction surveys have responses, a distribution chart shows the spread of ratings from 1 to 5, along with the response rate.

Date range

Use the date picker at the top to adjust the reporting period. All metrics recalculate for the selected range.