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
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
Staff Performance
Individual Metrics
Track each staff member’s performance: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
Auto-Routing Analytics
- Tickets auto-routed
- Routing accuracy
- Category predictions
- Routing time saved
AI Token Usage
Track your AI consumption:Custom Reports
Creating Reports
1
Choose Metrics
Select which metrics to include
2
Set Date Range
Define the reporting period
3
Apply Filters
Filter by category, staff, priority
4
Generate Report
View or export the report
Export Options
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:Arranging Widgets
- Drag to reorder
- Resize widgets
- Hide unused widgets
- Add custom widgets
Interpreting Data
What Good Looks Like
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