Know what's happening, every single day.
Three numbers tell you whether support is working: CSAT, response time and resolution rate. We surface them on your dashboard without a premium tier.
The metrics that actually matter.
Four numbers run a support team. Everything else is a supporting view.
First response time
How long customers wait for the first human (or AI) reply. The leading indicator of support health.
SLA breach rate
Share of tickets that tip past your promised response or resolution window. Alerts before they breach.
Agent workload
Open tickets per agent, balanced against shift hours. Catches overloaded agents before they burn out.
CSAT trend
Customer satisfaction scored per ticket and aggregated daily, weekly, by channel and by team.
Custom reports export to CSV. On every tier.
Build a report once and schedule it to land in your inbox every Monday. Drag-and-drop the columns you actually care about. When your accountant or investor asks for a support snapshot, export to CSV in two clicks. No “analytics add-on” tier. BI-tool connectors (Looker, Metabase) ship with Milestone 7.
Related: Channels · Automation · AI · Pricing