Admin
Reports & analytics
See volume, resolution times, SLA attainment and CSAT — and spot where to improve.
Admin
Reports & analytics
Admin → Reports turns your ticket history into the numbers you report on.
What you get
- Volume & backlog — tickets created vs resolved over time, by queue, channel and priority.
- Resolution & response times — how fast the team answers and closes, so you can staff to demand.
- SLA attainment — the share of tickets meeting their first-response and resolution targets, with breaches called out.
- CSAT — satisfaction from the post-resolution survey, trended over time.
Use it
Filter by date range, queue or brand, then read the tiles and charts. Pair this with Observability (system health) and the SLA view (live at-risk tickets) to move from lagging reports to leading action.
More in Admin
Manage your team — invite, edit and remove agents
Add teammates, set their role and department, reset passwords, set profile photos, and remove people safely.
Monitor health with Observability
See live system health, service checks and operational metrics — and wire up an uptime monitor.
Protect agents with two-factor authentication (2FA)
Add a time-based one-time code to agent sign-in, with recovery codes — no third-party service required.
Run multiple brands from one workspace
Support several brands from a single account — each with its own identity, departments, queues and inbound email.
Back up & restore your workspace
Automatic daily backups — encrypted, verified and mirrored off-site — plus one-click restore.