Insights

Insights shows you what’s happening across your support operation. It covers the metrics side (volumes, response times, SLAs) as well as higher-level views like team performance, trending topics, and customer satisfaction.

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What’s in Insights

Insights has three areas in the sidebar:

• Reporting: charts for every metric, with filters and group-by, plus breakdown pages for labels, tiers, customer groups, channels, companies, tenants, priorities, thread fields, and tenant fields.
• Top issues: which product backlog items are generating the most threads.
• Themes: AI-detected clusters of recent threads.

Reporting gives you

• Support volume: threads created, re-opened, and moved to Done, and the Todo queue.
• First response time: how long customers wait for the first reply.
• Next response time: how long customers wait for each later reply.
• Resolution time: how long threads take to reach Done.
• Customer waiting time: the total time a thread sat waiting on your team.
• SLA compliance: the share of threads that met their first response and next response targets.
• CSAT scores: CSAT ratings and comments.
• Heatmaps: thread volume by hour and day of week.

Team reporting shows the same metrics for each user on your team.

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Data Refresh

Insights refreshes hourly.

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Which threads count

Every metric leaves out:

• Deleted threads
• Threads from customers marked as spam
• Threads with the status Ignored
• Test threads

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Reporting history

Foundation workspaces can report on the last 7 days. Horizon and Frontier workspaces can report on all time. Team reporting is available on the Horizon and Frontier plans. See plans and pricing.

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Reporting from your own tools

Every metric in Insights is available through the Reporting API. Use it to pull metrics into a BI tool or an internal dashboard.