helpdashFind the shape of your support day.
Break down tickets by status, priority, channel and project. Choose a date range to understand where requests are coming from and where the work is sitting.
Ticket volume · Channel mix · Status · Date filters Reports & CSAT
Know how the work is really going.
Look at the queue from the team’s side and the customer’s side. Explore ticket reports, track service deadlines and read the feedback behind the rating.
The shape of your queue
Illustrative dataMon
Tue
Wed
Thu
Fri
The other side of the storyCustomer ratings and comments, alongside your reports.
Made for the work behind the answer
Better questions start with a clearer view.
Get from the chart to the rows.
Explore reports for agents, groups, response time, SLA compliance, companies and ticket lifecycle. Apply shared filters and export the matching report rows as CSV.
Report library · Shared filters · CSV exportsHear the answer after the answer.
Collect a customer rating and optional comment after resolution. Tie feedback to the ticket and the agent, so a support review includes what the customer experienced.
CSAT surveys · Ratings and comments · Ticket contextA few good
questions.
Which date do reports use?
Ticket reports generally filter by ticket creation date. A request created in March and resolved in April belongs to the March creation cohort. The Time logged report instead uses the date the time entry was performed.
Can I export reports?
The report library supports CSV export with the active filters applied, so you can take the displayed report rows into your own analysis.
Can I control who sees reporting?
Yes. Reporting and customer satisfaction have permission controls. Reports cover the workspace, so grant reporting access to people who should see the team’s figures.
Part of a bigger picture.
Bring the rest of your support work along.