Analytics dashboard is available on Basic plan and above.
Analytics Overview
The analytics dashboard provides insights into:Ticket Volume
Track ticket creation and resolution trends
Response Times
Monitor how quickly tickets are handled
Staff Performance
See individual and team metrics
AI Insights
Track AI feature usage and effectiveness
Ticket Analytics
Volume Metrics
| Metric | Description |
|---|---|
| Total Tickets | All-time ticket count |
| New Tickets | Tickets created in period |
| Closed Tickets | Tickets resolved in period |
| Open Tickets | Currently active tickets |
| Backlog | Open tickets older than X days |
Trend Charts
View ticket volume over time:- Daily, weekly, monthly views
- Compare periods (this week vs last week)
- Identify peak hours and days
- Spot trends and anomalies
Resolution Metrics
| Metric | Description |
|---|---|
| First Response Time | Time to first staff reply |
| Resolution Time | Time from open to close |
| Reopen Rate | % of tickets reopened |
| One-Touch Resolution | % resolved in first response |
Staff Performance
Individual Metrics
Track each staff member’s performance:| Metric | Description |
|---|---|
| Tickets Handled | Total tickets assigned/closed |
| Avg. Response Time | Average time to respond |
| Avg. Resolution Time | Average time to resolve |
| Satisfaction Score | Rating from feedback |
| Activity Hours | When they’re most active |
Team Overview
- Leaderboard by tickets handled
- Comparison charts
- Workload distribution
- Coverage gaps
Performance Trends
- Week-over-week changes
- Improvement tracking
- Identify training needs
- Recognize top performers
Category Analytics
By Ticket Category
- Volume per category
- Resolution time per category
- Most common issues
- Trending categories
Tags Analysis
- Most used tags
- Tag combinations
- Resolution by tag
- Tag trends
AI Analytics
AI analytics available on Pro and Enterprise plans.
Knowledge Base Performance
| Metric | Description |
|---|---|
| Suggestions Made | AI responses offered |
| Suggestions Accepted | User clicked/used suggestion |
| Accuracy Rate | % of helpful suggestions |
| Escalation Rate | % needing human help |
Auto-Routing Analytics
- Tickets auto-routed
- Routing accuracy
- Category predictions
- Routing time saved
AI Token Usage
Track your AI consumption:| Metric | Description |
|---|---|
| Tokens Used | Current period usage |
| Tokens Remaining | Available until reset |
| Usage Trend | Daily/weekly consumption |
| By Feature | KB, routing, detection breakdown |
Custom Reports
Creating Reports
Export Options
| Format | Best For |
|---|---|
| Sharing with stakeholders | |
| CSV | Further analysis in spreadsheets |
| JSON | Integration with other tools |
Scheduled Reports
Scheduled reports are an Enterprise feature.
- Go to Analytics → Scheduled Reports
- Click Create Schedule
- Configure report content
- Set frequency (daily, weekly, monthly)
- Add recipients
- Save schedule
Dashboard Widgets
Customize your dashboard with widgets:| Widget | Shows |
|---|---|
| Quick Stats | Key metrics at a glance |
| Ticket Trend | Volume chart |
| Staff Leaderboard | Top performers |
| Recent Activity | Latest events |
| AI Usage Meter | Token consumption |
| SLA Status | Compliance overview |
Arranging Widgets
- Drag to reorder
- Resize widgets
- Hide unused widgets
- Add custom widgets
Interpreting Data
What Good Looks Like
| Metric | Good | Needs Attention |
|---|---|---|
| First Response | < 1 hour | > 4 hours |
| Resolution Time | < 24 hours | > 48 hours |
| Reopen Rate | < 10% | > 20% |
| AI Accuracy | > 70% | < 50% |
Taking Action
Based on analytics, consider:- High volume hours: Schedule more staff
- Long resolution times: Review processes
- Low AI accuracy: Improve knowledge base
- Overloaded staff: Redistribute workload
Privacy & Data
Analytics are based on your ticket data:- Only you can see your analytics
- No data shared between organizations
- Aggregated metrics don’t expose PII
- Data retention follows your plan
Need Help?
Questions about analytics? Join our Discord