Support: reports
Analytics > Support and the PDF report: messages and tickets by channel and topic, first response and resolution times, response time met, satisfaction and sentiment.
Open Analytics and scroll to Support (people who can read the Inbox see it). It covers the last 30 days:
- Messages received — every message, comment, mention and review the support desk read; Tickets — the tickets opened.
- First response (median) and Resolution (median) — half of the tickets were answered (or resolved) faster than this.
- Response time met — the share of tickets answered within their first-reply time.
- Satisfaction — the average answer to the survey, out of 5, and how many answered.
- By channel — messages and tickets per channel; By topic and Top complaint topics.
- Sentiment, day by day — negative, neutral and positive messages for each of the last 14 days.
The PDF report (Download PDF on the same page) has a Customer support section with the same figures, in the language you read the app in. Press Open tickets to go to the tickets.