Analytics & Reports
Ticket Reports
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 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
Was this article helpful?