Reports and Analytics
Overview
Reports give you insight into your support operation. You can track ticket volume, response times, and individual team member performance. Reports are available to workspace owners and admins from the Reports page in the main navigation.
Filters
All reports share the same filter controls at the top of the page.
Period
Choose a preset period or pick a custom date range:
- 7d: Last 7 days (grouped by day)
- 30d: Last 30 days (grouped by day, this is the default)
- 90d: Last 90 days (grouped by week)
- 12m: Last 12 months (grouped by month)
For custom ranges, use the date picker. The grouping adjusts automatically based on the length of the range.
Channel
Filter all report data to a single channel, or leave it set to "All channels" to see the full picture.
Report data is cached for 5 minutes, so very recent tickets may take a moment to appear.
Volume
The Volume tab shows how many tickets are coming in, how many are getting resolved, and where they are coming from.
Summary cards
Four numbers at the top of the page:
- New tickets: How many tickets were created during the selected period.
- Resolved: How many tickets were closed during the selected period.
- Currently open: Total tickets with Open status right now (not filtered by period).
- Waiting: Total tickets with Waiting status right now.
Tickets over time
A bar chart showing new tickets versus resolved tickets per day (or week/month, depending on your period). This helps you spot trends: is your backlog growing or shrinking?
By channel
A horizontal bar chart showing how tickets are distributed across your channels. This tells you which channels generate the most support volume.
Top tags
The 10 most frequently used tags during the selected period, shown as a horizontal bar chart. Useful for understanding what topics your team spends the most time on.
Busiest hours
A heatmap showing when inbound messages arrive, broken down by day of the week (rows) and hour of the day (columns, 6 AM to 9 PM). Darker cells mean more messages. This helps you plan staffing around peak support hours. The heatmap uses your workspace's timezone setting.
Performance
The Performance tab tracks how quickly your team responds to and resolves tickets.
Summary cards
- Median first response: The median time between a ticket being created and the first reply from your team.
- Median resolution time: The median time between a ticket being created and being closed.
First response time over time
An area chart showing how your median first response time trends over the selected period, grouped by week. Look for the line trending downward, which means your team is getting faster at responding.
Resolution time over time
An area chart showing how your median resolution time trends over the selected period, grouped by week.
Team
The Team tab shows per-member performance in a sortable table. If your workspace has more than 10 members, a search bar appears to filter by name.
Columns
- Member: The team member's name.
- Tickets handled: How many tickets this person sent at least one outbound message on during the period.
- Replies sent: Total outbound messages sent by this person.
- Median first response: Median time to first reply, counting only tickets where this person actually provided the first response.
- Median resolution: Median time from ticket creation to closure, counted only for closed tickets that are assigned to this person and that this person also replied to.
The table sorts by "Tickets handled" (descending) by default. Click any column header to change the sort order.