Reporting just got some serious upgrades. We’ve rolled out some big improvements, making it easier for your support team to view long-term trends, explore data in more detail, and understand support patterns across your team.

What’s new:

• 12 months of data: Reports now support over a year of data. Use the new 6-month and 1-year presets.

• New grouping options: Display data by hour, day, week, month, or quarter across all reports. Use the new granularity toggle to switch between views in a single click.

• Thread-level drilldowns from any report: Click any data point in a report to view a filtered list of threads that contributed to it. Answer questions like: “What was the spike on February 7?” or “Which 15 urgent threads came in last week?”

• Direct links from individual report pages: On team member, label, tier, or company-level reports, you can now click through to see a list of threads matching the selected filters and date range.

• New support volume heatmap: A new chart that shows when you receive the most requests from customers – broken down by day of the week and time of day. This helps you spot peak hours and staffing gaps, so you can better plan coverage and identify when your team is most needed.

• Available across all volume reports: You’ll see this volume timing chart across all views that track volume, including by label, tier, company, and thread fields.

• Discord available in Reporting: Choose the “Channels” view in reporting, select “Discord”, and you’ll be able to dig into the stats relating to that channel. 

• All threads for selected period: Each dimension page, including user reports, now includes a link to view all threads for that dimension during the selected time range. Previously, this link didn’t respect the chosen range and wasn’t available on user pages.

To use these features, go to Reporting in your workspace. Use the date range selector and granularity toggle to adjust views, and click any data point or section to drill into the underlying threads.

Reporting is available on Grow and Scale tier plans.