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Datasheet: Support Analytics
Which ticket has been waiting too long? The dashboard shows it at a glance. Support Analytics is the Helpdesk AI dashboard.
This datasheet is available in 21 languages; on this page you download the English version. Free, no registration.
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MoreWhat's inside
- Overdue and long running
- Awaiting response
- Trend with previous week
- Team workload
- Top risks and heavy requesters
- Straight to the tickets
- Technical data
- In practice
- Frequently asked questions
Who it is for
Built for team leads who want to know every morning where to step in first.
Key facts
- Key figures: Overdue, Awaiting response, Unassigned, Urgent, Long running, Pipeline (New/Review)
- History: Tickets created and closed per day over 7 days, compared with the previous week
- Team: Open tickets per team member, share of unassigned tickets, heavy requesters
- Access: Web app under “Helpdesk AI › Dashboard”, current as of opening, reload with “Refresh”
Questions and answers
Frequently asked questions about this download
Which key figures are there?
Overdue, Awaiting response, Unassigned, Urgent, Long running and Pipeline (New/Review), plus the 7-day trend, queue, agent workload, status overview, top risks and heavy requesters.
When is a ticket overdue?
When it is open and has not been updated for at least 48 hours. You can also set your own SLA deadlines per priority in the helpdesk settings, and the ticket overview flags them.
Can I see the workload of individual employees?
Yes, as the number of open tickets per team member, for up to 8 people with the most tickets, plus the share of unassigned tickets.
Where do the figures come from?
From the tickets in your helpdesk, whether they came from the customer portal, the website chat or the phone. Nothing is entered by hand.
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