Support Analytics

Dashboard with date range controls, SLA compliance tracking, CSAT scores, and performance metrics.

Track support performance with visual dashboards, configurable date ranges, and key metrics including SLA compliance and customer satisfaction.

Dashboard Overview

The Support dashboard at /support provides a real-time overview of your team's performance. All metrics respond to the date range selector at the top.

Date Range Selector

Toggle between time periods using the pill buttons at the top of the dashboard:

Range	What It Shows
7 days	Recent snapshot for daily standups
30 days	Monthly performance review
90 days	Quarterly trend analysis

All stat cards, charts, and the recent tickets table update when you change the range.

KPI Cards

Five stat cards provide at-a-glance metrics:

Card	Description
Open Tickets	Total open + in-progress + waiting tickets, with breakdown
Avg Resolution	Average time from ticket creation to resolution
CSAT Score	Average customer satisfaction rating (out of 5)
SLA Compliance	Percentage of tracked tickets within SLA targets
Resolved	Number of tickets resolved in the selected date range

SLA Compliance Card

The SLA Compliance card shows:

Compliance percentage — % of tickets with an applicable SLA policy that are within their resolution target
Breach count — If any tickets have breached their SLA, the count is shown (e.g., "3 breached")
"All within SLA" — Displayed when no breaches exist

SLA compliance is calculated using active SLA policies matched to tickets by priority.

Quick Action Cards

Below the charts, two action cards help you stay on top of operations:

Customer Portal Card

Shows your portal URL with a Copy Link button. Share this with customers so they can submit tickets directly.

-> Learn more about the Customer Portal

Unassigned Tickets Card

Quick link to the View Queue of unassigned tickets — tickets waiting to be picked up by an agent.

Dashboard Charts

Volume Trend

Full-width area chart showing ticket activity over the selected date range:

Created (blue line) — New tickets per day
Resolved (green line) — Tickets resolved per day
Gradient fills for visual clarity
Hover for exact daily counts

Use For:

Capacity planning
Identifying incident spikes
Measuring resolution rate vs. incoming volume

Status Distribution

Donut chart showing the current breakdown of ticket statuses:

Status	Color
Open	Blue
In Progress	Yellow
Waiting	Orange
Resolved	Green
Closed	Gray

Priority Breakdown

Horizontal bar chart of tickets by priority:

Priority	Color
Urgent	Red
High	Orange
Medium	Yellow
Low	Green

Channel Distribution

Horizontal bar chart showing how tickets arrive:

Channel	Description
Portal	Customer portal + widget submissions
Email	Email-to-ticket via processors
Phone	Call logging
Chat	Live chat
API	System integration

Use For:

Measuring which channels customers prefer
Deciding where to invest in self-service (portal, widget, KB)

Metric	Calculation
Average CSAT	Mean of all ratings in the date range
Per-Ticket CSAT	Shown in ticket detail sidebar and metadata

CSAT Ratings

Rating	Score
Excellent	5
Good	4
Average	3
Poor	2
Very Poor	1

Recent Tickets Table

Below the charts, a table shows the 5 most recent tickets with:

Ticket ID, Title, Type, Priority, Channel, Created time, Assignee

Click View all to jump to the full tickets list.

Interpreting Metrics

Healthy Indicators

Metric	Target
Volume trend	Stable or decreasing
Open tickets	< 10% of monthly volume
Urgent tickets	< 5% of total
CSAT score	> 4.0
SLA compliance	> 90%

Warning Signs

Metric	Concern
Volume spike	Incident or product issue
Growing backlog	Understaffed or slow resolution
High urgent %	Quality issues or over-escalation
Declining CSAT	Customer frustration
SLA compliance < 80%	Policies too aggressive or team capacity issue
High portal/email ratio	Consider expanding self-service (KB, widget)

Next Steps

Tickets — Manage support requests
SLA Policies — Set service level targets
Customer Portal — Improve self-service
Canned Responses — Speed up resolution times