Quick Setup Checklist
Use Tickets Analytics to monitor ticket volume, topic trends, and agent responsiveness—and export data for reporting.
Open Tickets Analytics
Tickets Analytics is available from the Tickets area of your workspace.
- Go to the Tickets tab.
- Click Analytics at the top of the page.
[CAPTURE: Show the Tickets tab with the Analytics button visible at the top.]
Review Tickets Opened by Topic
The first chart shows the number of tickets opened over time, grouped by Topic.
- Use it to identify which topics generate the most conversations.
- Track workload changes over time and spot spikes.
[CAPTURE: Show the Tickets Analytics page with the Tickets by Topic graph visible.]
Filter by Topic
You can filter analytics to focus on one or more topics.
- Click the gear icon on the right side of the “Tickets by Topic” chart.
- Select one or more topics from the dropdown.
[CAPTURE: Show the Tickets by Topic chart with the topic filter dropdown open.]
Tip: Filtering by topic helps identify recurring issues and opportunities to improve automation or self-service flows.
Check Average Response Time
The second chart shows the average response time for tickets in the selected period.
- Use it to monitor how quickly agents reply to contacts.
- Identify periods of high load or delayed responses.
[CAPTURE: Show the Average Response Time graph aligned to the selected date range.]
Important: Response time reflects agent replies, not ticket resolution time.
Adjust the Time Range
Both charts use the same time selector. Changing the time range updates all graphs automatically.
- Weekly for short-term workload changes
- Monthly for trend analysis
- Yearly for long-term reporting
[CAPTURE: Show the time-range selector set to Weekly / Monthly / Yearly.]
Export Ticket Analytics
You can export ticket data to share reports with stakeholders or analyze trends outside the platform.
- Go to the Tickets tab.
- Click Export (below the Analytics button).
- Select a From and To date range.
- Download the export file.
[CAPTURE: Show the Tickets tab with the Export button and date-range selector visible.]
Tip: Exports are useful for performance reporting and quarterly/annual reviews.
Common Issues
I don’t see the Analytics button
Possible cause: Your user role does not have access to Tickets Analytics.
Fix: Ask an Administrator to confirm your permissions or provide access to the Tickets features.
The topic filter is missing or disabled
Possible cause: No topics exist beyond the default, or the chart is still loading.
Fix: Wait for the page to finish loading, then retry. If needed, confirm that ticket topics exist in the workspace.
Response time looks higher than expected
Explanation: Average response time measures the time until an agent reply, not ticket closure.
Fix: Compare the same time period across weeks/months and consider staffing, shift coverage, and peak-volume topics.
I can’t export ticket data
Possible cause: Missing permission to export, or an invalid date range.
Fix: Confirm export permissions and select a valid From/To range, then try again.