Support Analytics
The health of your help desk — ticket volume, resolution times, and SLA performance — so you can staff and improve.
Using it
- Go to Support → Analytics.
- Review the metrics: how many tickets are open vs closed, response/resolution times, and where you're meeting or breaching SLA targets.
- Use trends to spot recurring problems (a spike in one category is a candidate for a KB article or a root‑cause fix).
tip
A rising volume in one category usually means a systemic issue — fix the cause, publish a KB article, and watch that category shrink.