Analytics
How your support desk resolved tickets over the last 30 days.
Tickets handled
157
Last 30 days
Resolution rate
93%
142 resolved / 11 escalated
Time to resolve
41s
Average per ticket
Spend
$3.45
$0.024 per resolution
Reply-deadline performance
How often replies went out before the deadline.
- Breach rate
- 5%
- 7 / 142
- Due soon
- 3
- Open and nearing deadline
- On time
- 142
- Met deadline · last 30 days
By topic
Volume, escalation, and grounding per topic.
| Topic | Volume | Escalation | Grounding |
|---|---|---|---|
| login_issue | 48 | 4% (2/48) | 92% (44/48) |
| billing_question | 39 | 3% (1/39) | 92% (36/39) |
| integration_broken | 31 | 19% (6/31) | 58% (18/31) |
| compliance_question | 22 | 5% (1/22) | 86% (19/22) |
| security_question | 18 | 6% (1/18) | 89% (16/18) |
By channel
Volume, average reply time, and escalation per channel.
| Channel | Volume | Avg reply | Escalation |
|---|---|---|---|
| 96 | 212s | 6% | |
| Intercom | 34 | 148s | 6% |
| Zendesk | 28 | 263s | 11% |
Difficulty mix
Share of replies the supervisor judged easy vs complex.
- Easy
- 74%
- 118 reviews
- Complex
- 26%
- 42 reviews
Read from your audit log and tickets, scoped to this workspace. Every rate shows its denominator so a rate on N=1 reads differently from N=500.