Analytics & Reporting

The Home dashboard shows live metrics: open ticket count, average first response time (FRT), average resolution time (ART), SLA compliance rate, and tickets created vs resolved today.

Each metric card is clickable — it applies a pre-built filter to the Inbox, so you can immediately work on the underlying tickets. For example, clicking SLA Breached opens a filtered view of all currently breached tickets.

The dashboard is workspace-scoped. If you have a Growth or Enterprise plan, the Organisation view aggregates metrics across all workspaces you have access to.

Navigate to Analytics → SLA Reports for historical SLA compliance data. The report shows FRT and ART compliance rates by day, week, or month, broken down by priority level and channel.

Drill down by clicking any bar in the chart to see the individual tickets that make up that data point. From the drill-down view you can bulk-tag tickets for root cause analysis.

SLA report data is exported as CSV with columns: ticket ID, created at, first response at, resolved at, SLA policy applied, FRT target, FRT actual, FRT status (met / breached), ART target, ART actual, ART status.

The Agent Performance report ranks agents by: tickets resolved, average FRT, average ART, customer satisfaction score (CSAT), and AI suggestion acceptance rate.

CSAT scores require the post-resolution survey to be enabled. Surveys are sent automatically 2 hours after a ticket is closed. Response rates and score trends are shown per agent and as a workspace aggregate.

Use the date range picker to compare agent performance across time periods — useful for measuring the impact of training, process changes, or headcount additions.

All reports can be exported to CSV via the Export button in the top-right of each report page. Large exports (>10,000 rows) are processed in the background — you receive an in-app notification and email when the file is ready to download.

Scheduled exports allow you to receive a CSV by email on a daily, weekly, or monthly cadence. Configure scheduled exports under Analytics → Exports → Schedule Export.

Raw ticket data is available via the API for teams that prefer to load data into their own BI tools (Metabase, Tableau, Looker, etc.). See the API Reference for the /tickets export endpoint.

Growth and Enterprise plans support custom dashboards. Navigate to Analytics → Custom Dashboards → New Dashboard. Choose from 20+ widget types: line charts, bar charts, tables, scorecards, and heatmaps.

Each widget is backed by a configurable query: choose the metric, grouping dimension (agent, channel, priority, tag, day), date range, and comparison period (e.g. versus last 30 days).

Custom dashboards can be shared with the team or kept private. Shared dashboards are accessible to all agents in the workspace via the Analytics menu. Only Managers can create or edit dashboards.

API analytics responses support the same date range and grouping parameters as the UI. Responses are paginated with a maximum of 1,000 rows per request. Use the cursor parameter for large datasets.

For real-time streaming use the webhook integration — configure a Ticket Resolved webhook to pipe CSAT scores and resolution metadata to your data warehouse as each ticket closes.