Reports

The Reports page turns your support activity into operational insight — how much is coming in, how fast you respond, whether you're hitting SLA, how satisfied customers are, and how your AI agents are performing. Open Helpdesk → Reports.

Pick a time range (7, 30, or 90 days) at the top; every number respects it.

Support Operations

The health of your queue:

• Tickets created and Solved in the window
• Open backlog (now) — active tickets awaiting work
• Unassigned (now) — active tickets with no owner; watch this so it doesn't grow
• Avg first response and Avg resolution — your speed, in hours
• First-response SLA and Resolution SLA — compliance percentages (green when healthy, red when slipping)
• Breakdowns — tickets by channel, priority, and status

Use this to spot bottlenecks: a rising backlog, a growing unassigned pile, or an SLA compliance number drifting below your target.

Customer Experience

How customers feel about the support they got:

• CSAT average — the mean satisfaction score, and the number of responses
• Reopen rate — how often solved tickets come back (a proxy for first-time-fix quality)
• Escalated — tickets that needed a senior or a human hand-off

A high reopen rate usually means resolutions aren't sticking — a signal to improve troubleshooting steps or knowledge-base articles.

AI Performance

How much the AI is contributing, and how much you trust it:

• Tickets AI touched — tickets where an AI agent posted a customer-visible reply
• Resolved by AI alone — solved tickets an AI handled without a human reply (deflection)
• Approvals pending / approved / rejected — the flow through the AI Approvals queue

Read these together with CSAT: rising AI resolution and steady CSAT means the AI is genuinely deflecting work; a high rejection rate in approvals means your policy or prompts need tuning.

Usage

Visibility into consumption for planning and cost:

• Tickets this period
• Active portal users

The Bigger Picture

Reports aren't only "how fast did we answer?" — they're what support is telling you about the business. Recurring high-volume topics point to a product gap or a missing article; a spike in a company's ticket volume can flag an at-risk account; a cluster of the same bug is a signal for engineering. Review the breakdowns regularly and feed what you learn back into your knowledge base, routing rules, and product roadmap.