Tickets reports

The Tickets reports section gives you a clear view of your support activity. Here, you can track where new tickets are coming from, measure customer satisfaction with your support, and monitor how quickly issues are being resolved. These reports help you understand team performance and identify areas for improvement.

New tickets report

The New tickets report shows the number of tickets created within a selected time range. You can filter the data by date to focus on specific periods.

Along with the total number of tickets, the report also highlights where those tickets are coming from, including:

• Email

• Manually created tickets

• Contact form

• API

• Chat

• Contact widget

A heatmap is also available, showing the times of day when most new tickets are created. This helps you spot traffic peaks and prepare your team to handle busy hours more effectively.

Tickets satisfaction

The Tickets Satisfaction report helps you understand how customers feel about the support they receive on their tickets. It shows the percentage and number of responses rated as good, neutral, or bad, giving you a clear overview of customer satisfaction trends.

You can filter the data by date to focus on specific time periods and view results overall, per team, or per teammate. This makes it easy to see where your support is performing well and where improvements may be needed. By tracking satisfaction over time, you can identify patterns, measure the impact of changes, and ensure your team consistently delivers a positive support experience.

First response time

The First response time report shows how quickly your team assigns and replies to new tickets. Tracking this metric helps you understand how long customers wait before receiving their first response, giving you insights into both efficiency and service quality.

With this report, you can:

• Change the date range to focus on specific periods.
• Track the average first response time: the average amount of time it takes to assign a ticket to a teammate and respond to the requester. You can also view the time spent on assignment separately from the time spent on sending the first reply.
• View results per teammate, including how long it takes to assign tickets to each teammate, how long they take to respond, and their overall average first response time.

By monitoring first response times, you can spot delays in ticket assignment or initial replies, identify areas for training or workflow improvements, and ensure customers are receiving timely responses.

Resolution time

The Resolution Time report shows the average time it takes to resolve tickets—from the moment they are created or assigned until they are marked as solved or closed. You can filter the results by date and view them overall, by team, or by individual teammate.

The report also separates two key metrics:

• Time from ticket creation – how long it takes from when a ticket is created until it’s resolved.

• Time from assignment to teammate – how long it takes once a ticket is assigned until it’s resolved.

This breakdown helps you understand how quickly issues are being handled, spot bottlenecks in the workflow, and identify opportunities to improve resolution times across your teams.

Handling time by status

The Handling time by status report shows how long tickets remain in each status — Open, Pending, or On hold — throughout their lifecycle. Monitoring this metric helps you understand where delays occur in your support process and how efficiently tickets move toward resolution.

With this report, you can:

• Adjust the date range to analyze performance for specific periods.

• Track the median handling time for each status:

  • Open: the time before any action is taken

  • Pending: the time waiting for input from the customer

  • On hold: the time paused internally during investigation or follow-up work

• Dive into a detailed status breakdown to see how handling times shift from day to day.

• Compare performance by teammate, understanding how different team members contribute to overall workflow efficiency.

By analyzing handling times across statuses, you can pinpoint bottlenecks, optimize internal workflows, and ensure tickets keep progressing — helping customers reach a resolution faster and improving the overall service experience.