Channel reports

Analytics > Channels gives each channel its own row, so you can see where your work comes from and whether one channel is answered more slowly than the others. The channels are the ones your tickets actually arrived on in the range:

The contact card in your help center sends customers to a contact form or to your support address, so those tickets land under Contact form or Email. Tickets with any other channel, such as ones created through the API or brought over from your previous helpdesk, get a row under that channel's name.

Calls and texts have rows here too, as Phone and SMS, counted as tickets. The Voice and SMS tabs above the filters report them in more depth: calls answered and missed, talk and wait time, and texts on their own. See Voice and SMS reports, and live calls. Social media messages such as Facebook and Instagram are not available as channels.

The channel table#

Tickets created by channel at the top shows each channel's tickets and its share of the total. The table below has these columns for every channel:

The All channels row gives the totals. Click a column heading to sort by it. Turn on Business hours only to time responses and resolutions inside your opening hours only.

When chat is answered faster than email, the first response time for all channels together can hide a slow inbox. Read each channel's own row before deciding the team is keeping up.

Report on one channel#

Every report can be narrowed to one channel: choose it in the Channel menu at the top. On the Overview this gives you an email-only or chat-only page, with its ten figures, the change from the previous period and the charts. On Busiest times it shows when that channel's customers write, which often differs between chat and email.

The menu takes one channel at a time. To compare two support addresses, or to leave one channel out, use the reporting API's filters; see Filter, compare and export reports.

Things to know#

• A chat that nobody answered still counts in Tickets created, but it has no first response time until someone replies. Compare Tickets created with Tickets replied to see how many went unanswered.

• An automatic greeting or a reply from a rule does not stop the first response clock. Only a reply from a person on your team does.

• Contact form tickets have their own row rather than being folded into email.

• There is no separate figure for the time between later replies in a conversation, only the first response and the time to close.

• Export CSV downloads the table with the comparison period's ticket count for each channel.