Analytics
The Analytics page shows how your service desk is doing over the last 7, 30 or 90 days. It reads the ticket data directly and refreshes every minute while it is open.
Metrics
- Total Tickets: tickets created or worked on in the period
- Open: currently unresolved
- Resolved: resolved in the period
- Avg. First Response and Avg. Resolution Time: from arrival to the first reply sent, and to resolution
- SLA Attainment: of the tickets received in the period, the share resolved within their priority’s target, by priority, agent and team, with the tickets that missed
- By Priority and By Category: what the queue is made of
- CSAT: average rating, weekly trend, rating breakdown and recent comments
- Agent and Team Performance: tickets, resolved, response and resolution times, SLA and CSAT
How SLA attainment is counted
A ticket’s target is its priority’s hours from Defaults & SLA (or its client’s own targets), measured on the clock from when it arrived. Resolved in time counts as met; resolved late, or still open past the target, counts as missed. Tickets still inside their target, or without a priority, are not scored yet. A catalogue request that needs approval starts its clock when it is approved, and isn’t scored while it waits or if it is declined.
Export and email
Export CSV downloads everything on the page for the selected period. Under Admin Portal → Scheduled Reports you can email a ticket, agent, CSAT or SLA summary daily, weekly or monthly, or send one now. Reports use the SMTP account in Settings; on Vercel, scheduled sends also need a CRON_SECRET environment variable.
MSP analytics
MSP Admins can filter the dashboard by client, and each client’s SLA Report tab can be emailed to the client contact now or on a schedule.