Analytics & reports
Ticket volume, reply and resolution speed, SLA, customer ratings, channels and operator workload — with trends and a comparison with the previous period.
Analytics is in the main menu. The owner and admins see the whole project. An operator sees the same charts limited to their own tickets, without the Operators tab and without exports.
Period and filters
- Period: Today, 7 days, 30 days (the default), 90 days, Year, All time, or Custom… — any date range, or a whole month or year. The chosen period is remembered on the device.
- Days are the project's — in the time zone set in the working hours (Moscow by default). The line under the toolbar shows the dates and the zone.
- «Compare with previous period» adds the change against the same number of days right before (if the period runs to today — up to the same hour). Green is better, red is worse; volume metrics (tickets, customers, messages) show it in grey. The tickets chart draws the previous period dashed. All time has nothing to compare with.
- Filters by department (including «No department»), channel and — for the owner and admins — operator. They apply to every tab.
- Charts go by day for periods up to three months, by week up to two years, and by month beyond. The numbers refresh every minute and a half.
Tabs
Overview
Ten metric cards (see the table below for what they mean): each with the number, the change against the previous period and a sparkline. Below them — Tickets per day: created and closed as bars, the moving average dashed, the end-of-day backlog as a line and the peak marked; the Ticket funnel — created → taken → first reply → resolved → rated, with the drop-off at each step; Activity by hour × weekday — when tickets come in, with the peak; statuses, priorities and today / week / month / all-time counters.
Speed & SLA
Median and p90 of first response and resolution per day; the Response & Resolution Times table — mean, median, p90 and p95; SLA per day — the share within target and the tickets with a breach; compliance by stage and the list of tickets that broke a target (the latest 100) with operator, status and wait time.
Quality
Ticket ratings by stars (count · share), 👍/👎 on operator replies per day with the 👍 share line, and the latest ratings with comments — low ones highlighted.
Channels & topics
Channels over time, their shares, the channel table — tickets, share, median and mean first response, mean resolution, rating (click a header to sort), top tags and the split by department.
Customers
New and returning customers per day, their shares in the period, the top customers by tickets in the period and — for the owner and admins — contacts added in the period.
Operators
The team ranking: handled (the period's tickets assigned to or closed by the operator), resolved, first response and resolution — median with the mean below, CSAT, 👍 share on their replies, in work now, SLA breaches and a sparkline. Click a header to sort.
How the metrics are counted
| Card | What it counts |
|---|---|
| Tickets | Created in the period. «Closed» under the number — tickets resolved or closed in the period, whenever they were created. |
| First response | Median time from ticket creation to the operator's first reply; p90 below (9 out of 10 tickets got a reply faster). |
| Resolution time | Median time from the moment the ticket was taken to closing; p90 below. Counts the period's resolved tickets. |
| SLA compliance | Share of completed clocks (first response, resolution) that met their SLA target. A stage with no target doesn't count; with none at all it says «SLA isn't set up». |
| CSAT | Average 1–5 rating customers gave the period's tickets. |
| 👍 share | Share of 👍 among 👍/👎 ratings of operator replies in the period. For an operator — their own replies. |
| Reopen rate | Share of the period's tickets reopened after being resolved, of those resolved at least once. |
| Backlog | Unresolved tickets: new, open, in progress and waiting on the customer. Now — by status; for past dates — from creation and resolution dates. |
| Customers | Distinct customers who wrote in the period. New — their first ticket in the project falls in this period; returning — they wrote before. |
| Messages | Messages in tickets during the period — from customers and replies, internal notes excluded. |
Exports
The owner and admins have the Export menu in the page header: tickets and contacts (CSV or XLSX), chats (CSV) and chats for AI (JSONL). See Data export for details.
Email reports
On the Overview tab the owner and admins get the Email Reports card — a regular summary by email:
- “Send reports” turns sending on (off by default);
- Frequency: Daily sends yesterday's summary, Weekly goes out on Mondays for the last 7 days. Emails go out at 09:00 UTC;
- Recipients — addresses separated by commas; if empty, the project owner and admins get it.
The email has the ticket and closed counts, SLA compliance, average reply and resolution time and the average rating. It is written in Russian and sent through the platform's mail server.
Who did what to tickets is in the audit log.