Ticket analytics
Ticket volume, response time, ratings and staff performance, tracked over a period you choose.
Where it is
Ticket Analytics is its own page in the dashboard, separate from the main Tickets management page. It reads the same ticket records everything else does, so nothing needs separate tracking to turn on.
All-time cards
Four cards at the top never change with the period selector below them.
- All-time created
- Every ticket ever opened, plus how many in the last 24 hours.
- All-time closed
- Every ticket ever closed, plus the last 24 hours.
- All-time claimed
- Every ticket a staff member has claimed, plus the last 24 hours.
- Average rating
- Out of 5, from the ratings feature. Shows "No ratings yet" until the first one comes in.
Period stats and charts
A period selector - 7, 14, 30 days or all time - drives a second set of numbers: opened, claimed, closed, average response time and messages per day for that window.
Two charts sit below: ticket flow (opened/claimed/closed by day) and response & activity (average response time against message volume by day).
Average response time is the mean gap between a member's message and the next staff reply, averaged across the period - a single slow overnight reply can move it noticeably in a quiet week.
Most Active Staff
A top-5 leaderboard for the selected period, ranked by ticket closes, with each staff member's average reply time and total messages sent in tickets alongside it. Self-closed tickets are excluded from staff totals where possible.