How to read the Support Desk analytics — volume, response time, request types, team results — and what each number means.
Open Support Desk → Analytics to see how your support performs. The same data is available from the API (GET /support/analytics).
Period
Choose Today, Last 7 days, Last 30 days (default), Last 90 days or a custom range (up to 366 days, ending no later than today). Every number is compared with the previous period of the same length — a green or red arrow shows the change in percent. Times use the project time zone.
Reports are cached for an hour because they are heavy on big projects; Refresh recalculates now. Muted senders and the demo conversation are excluded everywhere.
The unit of work: an inquiry
Most numbers are built on inquiries. An inquiry is a customer message that arrives while nobody has answered yet — the first message of a conversation, or the first message after your reply. Several messages in a row before your reply are still one inquiry.
- Its response time is the time until the next reply written by a person. Automatic messages don't stop the clock.
- The person who sent that reply "took" the inquiry.
- An inquiry nobody answered yet is waiting, and its clock keeps running.
Key numbers
| Number | What it is |
|---|---|
| Messages received | Messages from customers in the period. |
| Replies sent | Replies written by people in the period. Automatic messages are counted separately (shown as "+N automatic"). |
| Customers who wrote | Unique conversations with at least one customer message in the period — a customer counts once, however many messages. |
| New customers | Customers who wrote for the first time in the period. |
| Answer rate | Share of inquiries that got a reply. |
| Median first response | Half of the answered inquiries got a reply faster than this. Under it, "90% within …" is the 90th percentile: nine out of ten inquiries were answered faster — it shows your slow tail. |
| Waiting for a reply | Inquiries from this period that still have no answer. |
| Conversations closed | Conversations closed in the period, by people and by automation (the tile says how many were closed automatically). |
Charts and tables
- Conversation volume — messages received and replies per hour (ranges up to 48 hours) or per day. Show as table gives exact figures.
- How fast you reply — answered inquiries by time to the first reply: under 15 min, 15 min – 1 h, 1 – 4 h, 4 – 24 h, over 24 h, plus Still waiting.
- Conversations right now — the current number of unread, open, closed and unassigned conversations. It is a snapshot, not tied to the period.
- What customers write about — conversations by request type, their share, the median response time per type and how many are waiting, plus a stacked chart by day or week of the biggest types.
- When customers write — a heatmap of customer messages by weekday (Monday–Sunday) and hour. Use it to plan shifts and to set your working hours for auto replies.
- By manager — per person: replies and their share, conversations answered, inquiries answered first, median response time, replies per conversation, the types they handle most, conversations they closed, and open conversations assigned to them right now. Unknown sender collects replies sent without a person (for example through a project API key).
Using it
- A high 90th percentile ("90% within …") with a good median means a few conversations get forgotten — filter the inbox by Unassigned and Open & unread.
- Watch Waiting for a reply and the unassigned count daily; both should be close to zero at the end of the working day.
- Compare What customers write about week to week. A growing Access & login or Bug share usually points to a product problem worth fixing, not more agents.