Reports show how your support is going: how many discussions come in and when, how fast your team answers and resolves them, and who's doing the answering. Open Reports in your dashboard's top menu; the reports are listed in the sidebar.
Every report covers a Week, Month or Year (pick one at the top), starting with the current one; « goes back a period and » forward. Times are in your computer's time zone. What's this? on each report explains it in a sentence or two.
Every supporter can see reports, including those whose admin access is limited to discussions, the knowledge base and reports.
Discussions
How many discussions were Opened and Resolved each day (or week, or month). If you link discussions to Lighthouse or GitHub issues, Assigned counts the discussions that were given a ticket. Type switches between a Graph and a Table of the same numbers.
Comments
How many replies your Support Staff and your customers (User) wrote: a quick way to see how busy each side has been.
Support History
The numbers behind your response and resolution times, for the discussions started in the period:
- Statistics Summary: for Initial Response (the time to your team's first reply) and Resolution (the time to close the discussion), how many discussions have one, what share of all of them that is, and the average, standard deviation and median.
- Detailed Statistics: each discussion, with when it was created, its number of comments, its initial response time, who responded first and its resolution time. Discussions still waiting for a first reply after 72 hours, or far slower than your average, are shown in red.
Export to CSV emails you all of it as a spreadsheet: see The CSV export. How the times are worked out is in How are response times calculated?.
Discussion Volume and Response Volume
Two heat maps of your week, hour by hour. Discussion Volume counts the discussions started in each hour of each weekday; Response Volume counts your staff's replies. Darker cells are busier, and lines mark the usual office hours, 9am to 6pm. Use them to see when you need people on hand, or when a problem brought a rush of requests.
Queue History
For each of your queues, week by week: how many of the discussions now in it were opened (O) and resolved (R) that week. If you use queues as tags ("Billing", "Mobile app"), this shows how each topic is trending.
Advanced reports
These depend on your plan; if they're not in the sidebar, see Account & Settings › Plans & Billing.
- Word Tracking: the words that come up most in the titles of this month's discussions, how often, and the average time to a first reply for discussions using each word, with the trend against last month. Click a word for its discussions. Useful after a release, to spot what people are asking about.
- Staff Responses: a heat map of each supporter's replies over the period.
- Staff Performance: how many replies each supporter wrote, and their share of all your team's replies.
- Response Times: how many discussions got their first reply within an hour, 1 to 4 hours, 4 to 8 hours and so on up to over two days, beside the same numbers for the period before.
- Resolution Times: the same, for the time to close each discussion.