Ticket reports provide detailed analysis of your support operations. Understand volume patterns, response times, resolution metrics, and agent performance.

Accessing Ticket Reports

Navigate to Analytics
Select the Tickets tab
Choose your date range
Explore available reports

Volume Reports

New Tickets

Track how many tickets come in over time.

View options:

By day/week/month
By channel
By tag
By team

Use for:

Capacity planning
Identifying busy periods
Correlating with business events

Tickets by Channel

See where your tickets originate.

Channel	Description
Widget	Support form and AI chat
Email	Email integration
Slack	Slack messages
API	Programmatic creation
KB Chat	AI chat escalations
Internal	Team-created tickets

Insights:

Which channels customers prefer
Where to improve self-service
Channel investment decisions

Tickets by Tag

Volume breakdown by tag.

Use for:

Identifying common issues
Content gap analysis
Product feedback patterns

Tickets by Team

Volume distributed across teams.

Use for:

Workload balancing
Staffing decisions
Team capacity assessment

Response Time Reports

First Response Time

How long until customers receive their first reply.

Metrics:

Average first response time
Median first response time
Distribution (% under 1hr, 4hr, 24hr)

Breakdowns:

By team
By agent
By priority
By time of day

Industry targets:

Priority	Target
Urgent	Under 1 hour
High	Under 4 hours
Medium	Under 24 hours
Low	Under 48 hours

Response Time Trends

Track response time over weeks/months.

Insights:

Improvement or decline
Seasonal patterns
Impact of team changes

Resolution Reports

Resolution Time

How long tickets take to fully resolve.

Metrics:

Average resolution time
Median resolution time
Distribution by duration

Breakdowns:

By ticket type (tag)
By team
By agent
By priority

Resolution Rate

Percentage of tickets resolved in period.

Calculation:

Resolved / (Starting Open + New) × 100

Tracking:

Overall resolution rate
Rate by team
Rate by ticket type

First Contact Resolution

Tickets resolved in a single interaction.

Why it matters:

Indicates agent knowledge
Shows issue complexity
Reflects customer effort

Time in Status

How long tickets spend in each status.

Status	Healthy Duration
Open	Minimize (respond quickly)
Pending	Depends on customer
On Hold	Track and follow up
Resolved	Move to Closed

Insights:

Bottlenecks in workflow
Process improvement opportunities
Where tickets get stuck

Agent Performance Reports

Tickets by Agent

Volume handled per agent.

Metrics:

Total tickets
New assignments
Resolutions

Use for:

Workload visibility
Capacity assessment
Fair distribution

Agent Response Time

Response time per agent.

Metrics:

Average first response
Consistency (variance)
Trend over time

Use for:

Identifying training needs
Recognizing top performers
Setting realistic goals

Agent Satisfaction

Customer satisfaction per agent.

Metrics:

Overall satisfaction score
Great/Okay/Bad breakdown
Trend over time

Use for:

Quality assessment
Coaching opportunities
Recognition programs

Agent Comparison

Compare agents side by side.

Be careful:

Context matters (different ticket types)
Use for improvement, not punishment
Consider workload differences

Using Reports Effectively

Weekly Operations Review

Review key metrics weekly:

Volume trends (up, down, stable?)
Response times (meeting SLAs?)
Resolution rates (keeping up?)
Any red flags?

Monthly Business Review

Monthly, analyze deeply:

Month-over-month comparisons
Channel performance
Team and agent insights
Goal progress

Quarterly Planning

Use reports for quarterly planning:

Staffing needs
Training priorities
Process improvements
Tool investments

Report Filters

Time Period

Today
Last 7 days
Last 30 days
Last quarter
Custom range

Dimensions

By team
By agent
By tag
By channel
By priority

Comparison

Compare current period to:

Previous period
Same period last year
Custom baseline

Report Best Practices

Focus on Trends

Single data points can mislead. Look for:

Patterns over time
Consistent changes
Anomalies with context

Balance Metrics

Don't optimize one metric at others' expense:

Speed vs. quality
Volume vs. satisfaction
Individual vs. team

Act on Insights

Reports are only valuable if you act:

Identify issues
Plan improvements
Implement changes
Measure results

Share Appropriately

Team: Volume and satisfaction trends
Individuals: Personal performance (privately)
Leadership: Summary metrics and insights