Insights

Insights gives you a detailed view of all your support and helps you to spot trends, identify issues and ensure that every customer is getting the right level of support.

Insights help you to answer questions like:

• Are we prioritizing support requests correctly?

• What product areas are creating most of our support volume?

• Are we meeting all of our SLAs?

• What companies are we speaking with the most?

• Are we becoming more efficient?

Have more questions? Click into the data to keep exploring yourself.

Using Insights

Understand your support workload by following metrics:

1. Support volume: The number of threads in your queue at any given point in time.

2. First response time: How quickly your customers receive a first reply from you.

3. Resolution time: How long it takes you to resolve support requests.

Each metric is broken down to display the median and 90th percentile for either the current day, last 7 days or last 28 days.

You will also see a volume breakdown of each metric by Company, Tier, or Label and whether the metric is trending upward or downward.

Check in at a glance

The overview immediately tells you if you're staying on top of the queue, keeping your first response time down and resolving threads in a reasonable time.

Dig in and explore

Click into any attribute to see even more metrics such as Tier, Label, Company, or Channel.

For example, you might want to filter by Tier to see how your resolution time trends across Enterprise, Paid and Free Tier customers.

Integrated everywhere

Wherever you are in Plain, hover over an attribute and see data right away. Click 'View more' and you’ll be directed to deeper metrics.

More information on each metrics and how to use Insights is in our docs.

This is just the beginning. More metrics related to Next Response Time, SLA Compliance, and much more is coming soon 👀.