SupportUpdated
Support overview
Read your support desk at a glance: unsolved tickets, how fast you reply and resolve, customer satisfaction, and the tickets that need you now.
The Support overview is the first page in Support. It shows how the desk is doing and which tickets need attention.
Open it
Click Support on the rail, then Overview in the sidebar.
Until your first ticket arrives, the page shows Connect a channel instead. You can also click or try it with sample data.
Pick a range
At the top, pick 30 days, 90 days or All. The figures and charts cover that range. Changes are measured against the period before it, such as the prior 30 days.
The four figures
| Figure | What it shows |
|---|---|
| Unsolved | Open tickets now, and how many of them are unassigned. |
| First reply | The median time to the first reply, and the share of tickets inside their target. |
| Resolution | The median time to solve a ticket, and the share inside their target. |
| Satisfaction | Good ratings as a share of all ratings, and how many ratings that is. |
Click a figure to open a queue in the support inbox.
Clients rate solved tickets from your help portal on Starter and Growth. See Your help portal.
The cards
- Needs attention: tickets past their target, unassigned, or waiting for a reply, with the reason under Why. Click a ticket to open it, or Breaching queue to see them all.
- Busiest times: when tickets come in, by day and time.
- Team load: open tickets by assignee, with how many are Waiting and Breaching.
- Created vs solved: whether the backlog is growing or shrinking.
- Latest ratings: the most recent ratings, with any reason the client gave.
- Where tickets come from: tickets by channel.
Click New ticket at the top to log a ticket by hand. See Create a ticket.