Reports
Ticket volume, backlog, response and resolution times, SLA breaches, CSAT and the leaderboard for any date range, plus figures by team and brand.
The reports page shows how your support is going over a date range you choose, compared with the period before it. Open Reports in the sidebar.
- Filters: the team and brand to report on, and the date range every figure covers.
- Headline numbers: created, solved, open now, median first response and resolution, CSAT and SLA breaches, each compared with the previous period.
- Volume over time: tickets created and solved each day.
- Backlog: open work right now, by status, and how much of it is unassigned.
- Breakdowns: tickets by channel and severity in the period, and open work by priority and label.
- By team and By brand: created, solved, open now and median first response for each.
- Leaderboard and Response times: tickets each agent solved, with their median first response, and the period’s medians.
Read a report
Section titled “Read a report”Pick a date range
Click the range at the top right and choose Last 7 days, Last 30 days, Last 90 days, This month or Last month, or pick your own days under Custom range and click Apply range.
Compare with the period before
Each headline number shows how it moved against the previous period of the same length. An arrow up on solved tickets is good; an arrow up on response times is not, so the colour says which way is better.
See the days behind it
Volume over time switches between a Chart and a Table of each day. Under it, the daily average, the busiest day, and the solve rate: tickets solved as a share of tickets created.
Narrow to a team or brand
Click All teams and pick a team, or No team for tickets nobody routed, to see every figure for that team only. All brands does the same for a brand, and shows once you have more than one. You can also click a team or brand in By team or By brand.
What each number means
Section titled “What each number means”
What each number means
Section titled “What each number means”| Metric | Meaning |
|---|---|
| Created | Tickets created in the range. |
| Solved | Tickets solved in the range. |
| Open now | Tickets open at this moment. |
| First response | Median time from a ticket’s creation to the first agent reply. |
| Resolution | Median time from creation to solved. |
| CSAT | Average satisfaction score and the number of ratings. See CSAT. |
| SLA breached | Tickets that missed an SLA target. |
Private teams
Section titled “Private teams”Private teams you are not on are left out of By team and the team filter. Their tickets still count in the totals and by brand, but never with their subjects or customers.
By team and by brand in the API
Section titled “By team and by brand in the API”
By team and by brand in the API
Section titled “By team and by brand in the API”The Reports API returns the same breakdowns (by_team and by_brand) and narrows every figure with team_id and brand_id. team_id=none reports on tickets with no team. The API lists every team, private ones included.