Analytics Dashboard
The analytics dashboard gives you visibility into your helpdesk’s performance. Track ticket volume, agent efficiency, SLA compliance, and backlog trends over any date range.
Dashboard views
Overview
High-level metrics for your helpdesk:
- Total tickets created and solved
- Average first reply time
- Average resolution time
- Ticket volume trends over time
- Period-over-period comparison (enable Compare to see changes)
Filter by priority (low, normal, high, urgent) or ticket type (question, incident, problem, task).
Agent performance
Per-agent metrics in a sortable table:
| Metric | Description |
|---|---|
| Tickets assigned | Number of tickets assigned to the agent |
| Tickets solved | Number of tickets resolved |
| Avg first reply time | Average time to first response |
| Avg resolution time | Average time to resolution |
| One-touch rate | Percentage of tickets resolved in a single reply |
Sort by any column to identify top performers or agents who may need support.
SLA compliance
Track adherence to your SLA policies:
- First reply SLA compliance rate
- Next reply SLA compliance rate
- Resolution SLA compliance rate
- Breach trends over time
Backlog
Monitor your ticket queue health:
- Current open ticket count
- Backlog trends over time
- Unassigned ticket count
- Age distribution of open tickets
Filtering and date ranges
All dashboard views support:
- Date range — select a start and end date
- Priority filter — narrow to specific priority levels
- Type filter — narrow to specific ticket types
Exporting data
Export any dashboard view as CSV for offline analysis. Click Export on any dashboard tab. Exports require admin permissions.
Related
- SLA Policies — configure the SLAs being tracked
- Managing Tickets — ticket list and filtering