Reports
See how support went this week.
- Median first reply
- 1h 02m
- Closed
- 398
- Satisfaction
- 4.4 / 5
Tickets created per day
Every rate is worked out from the counts under itExport CSV
Volume, first reply and resolution times and satisfaction, by day, agent, team, tag and channel. Pick the dates, filter, and download any table as CSV.
- Overview
- Agents
- Channels
- Tags
- Satisfaction
- Busiest times
- Live view
Why it matters
Numbers a support lead can act on
Counting tickets in a spreadsheet
Reports ready to read
Volume, reply times and satisfaction by day, agent, team, tag and channel.
Averages of averages
Rates from the counts underneath
A week's figure matches the tickets in that week.
Staffing by gut feel
The busiest hours on one grid
Tickets by weekday and hour, in your time zone.
Staff the hours customers write
See when tickets arrive by weekday and hour, in your helpdesk's time zone, and plan who is on the queue when it is busiest.
The live view shows what is open right now, who has it and which tickets have waited longest, and refreshes every 30 seconds.
Tickets created by hour
What came in, and who handled it
Break any report down by agent, team, tag or channel: how many tickets each closed, how fast they replied, how customers scored them, which topics took longest.
Each score is the average of that tag's responses in the date range.
Numbers you can check
Every percentage is worked out from the counts over the dates you pick, never by averaging daily percentages, so a week's figure matches the tickets in that week.
Download any table as CSV to check it or load it somewhere else, and read how each metric is defined in the glossary.
tag,tickets,closed,median_first_reply_minutes,responses,score
shipping,142,138,58,74,4.2
exchange,61,60,41,38,4.7
damaged,29,29,35,17,3.9
pre-sale,44,40,72,21,4.6Reports a support lead can act on
First reply and resolution
Median times by day, agent, team, tag and channel, with the tickets behind each one.
Tags show the topics
See which subjects bring the most tickets and which take longest to close.
Agents side by side
Tickets closed, reply times and satisfaction for each person on the team.
A glossary for every metric
The glossary says in plain words what each figure counts and how it is worked out.
Questions
Know how support went this week
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
How long did customers wait for a first reply last week?
Median first reply and resolution times by day, agent, team, tag and channel, with the tickets behind each number.
ReportsSee howWhich agents and topics get the best scores from customers?
Each closed ticket can send a one-question survey. Scores and comments roll up by agent and by tag.
Satisfaction surveysSee howWhich customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee howCan our order system open a ticket when a parcel is returned to sender?
Create the ticket with the customer's email, a subject and a first message, and tag it in the same call.
REST APISee how