Every number on Reports, Overview, Home and the Monthly summary comes from one shared set of definitions. This page lists them, so you can work out why a figure shows what it does.
Which tickets count
A ticket counts towards ticket figures unless it is:
- Trashed.
- Merged into another ticket. Merging closes the duplicate, which would otherwise count as an extra resolution.
- A live chat the AI is still handling on its own. It never reached your team. Once a chat is handed to a person it counts like any other ticket. The Live chat and AI & automation reports cover AI-only chats.
Which desks count
- Organization admins report on the Whole workspace: every desk, including desks they aren't a member of.
- Everyone else sees All my desks: the help desks they're a member of.
- With Whole workspace or All my desks selected, desks switched to Hide from dashboards & counters are left out. Pick one of those desks in the Help desk filter to report on it anyway.
Days, weeks and time zones
- A day is a calendar day in your workspace's time zone: the time zone of your default business hours (Settings → Business Hours). If you haven't set business hours, UTC is used.
- Weeks start on Monday. When a date range starts or ends mid-week, the first or last week is shorter, and charts mark it as partial.
- Last 7 days means today plus the six days before it. Last 30 days means today plus the 29 days before it.
- A date range always includes its last day.
Counts
| Figure | What it counts |
|---|---|
| Tickets created / Tickets received | Countable tickets created in the period. |
| Resolved | Tickets that are closed now and whose close date falls in the period, whenever they were created. A ticket that arrived last month and was closed today counts as resolved today. A reopened ticket stops counting until it's closed again. |
| Unresolved | Every ticket not closed: Open, Customer responded, Pending and On Hold. This is a "right now" figure, not a period figure. |
| Unassigned | Unresolved tickets with no assignee right now. |
| Open | Tickets in the Open status only. |
| Replies (Agents report) | Public replies an agent wrote in the period. AI and automatic replies aren't counted. |
| Breaches (SLA report) | Tickets created in the period that missed any SLA target, open or closed. |
| SLA breached now | Unresolved tickets that have already missed an SLA target. |
| Contacts with tickets / Companies with tickets | Distinct contacts or companies with a ticket created in the period. |
| Repeat contact rate | Of those contacts, the share who raised two or more tickets in the period. |
| Frustrated customers | Tickets created in the period that AI triage flagged as coming from a frustrated customer. |
| Surveys sent | Satisfaction surveys sent in the period. |
| Bad ratings | Ratings of 1–3 stars (or "bad" on older surveys), on surveys sent in the period. |
Times
- First response: from the moment the ticket was created to the first public reply by an agent. Internal notes, system messages and forwards don't count. A ticket with no reply yet isn't included.
- Reply time (Agents report): every time a customer writes and waits, from their message (the first one, if they wrote several in a row) to the next public reply by an agent. It covers every exchange in a conversation, not only the first.
- Resolution time: from the moment the ticket was created to when it was closed.
- All are measured in business time, using your default business hours, time zone and holidays. If you haven't set business hours, the clock runs 24/7.
- First response is measured on tickets created in the period. Resolution time is measured on tickets resolved in the period.
- The headline figure is the median: the middle value, so half of tickets were faster and half slower. One ticket that sat for three weeks can't drag it up the way it would an average.
- On screen, times under an hour show in minutes (45m) and longer ones in hours (3.5h). In the monthly PDF, durations such as 2d 4h use 24-hour days of business time. In CSV exports, times are in business minutes.
Rates
- SLA met (first response or resolution): of the SLA targets that got an outcome in the period (met, or missed), the share that were met. Targets still running don't count either way. So a ticket whose resolution target isn't due yet neither helps nor hurts the figure.
- By priority and By helpdesk on the SLA report, and SLA met on the Customer health table: the share of SLAs that finished with every target met.
- CSAT score: the share of ratings that were 4 or 5 stars (or "good" on older two-option surveys). On the reports, it's measured on surveys sent in the period that got a rating.
- Avg rating: the average star rating, 1 to 5.
- Response rate: the share of surveys sent in the period that got a rating.
- First-contact resolution: of tickets resolved in the period, the share where the customer never had to write again after the team's first public reply, and which were never reopened. A polite closing message from the agent doesn't disqualify a ticket; the customer having to chase or clarify does.
- Reopened (Agents report) and Reopen rate (Backlog report): of tickets resolved in the period, the share that had been reopened at least once.
- Repeat contact rate: see Counts above.
Percentages show n/a (or — in the monthly PDF) when there's nothing to divide by, for example no ratings in the period.
Who gets the credit
- Replies and reply time go to whoever actually wrote the reply.
- Everything else on an agent's row (resolved, first response, SLA, CSAT) is credited to the ticket's current assignee. If a ticket was reassigned after it was closed, its numbers move to the new owner.
- Unassigned tickets count towards team totals but no agent's row.
Streaks
A streak is the number of consecutive workdays (Monday to Friday) on which the agent closed at least one ticket assigned to them, counting back from today. Weekends neither break nor extend it. Today only adds to the streak once they've closed something; until then the streak from the last workday is still alive. Streaks are worked out afresh from closed tickets every time you look, and count tickets on every desk not hidden from dashboards.
Backlog ages
The Backlog report groups unresolved tickets by age in business hours, where a "day" is 8 business hours:
- <1 day: under 8 business hours
- 1–3 days: 8 to 24 business hours
- 3–7 days: 24 to 56 business hours
- 7–14 days: 56 to 112 business hours
- 14+ days: 112 business hours or more
Older than 7 days is the 7–14 days and 14+ days buckets together. The aging trend only looks back a year, so a ticket still open from more than a year ago isn't in it.
"vs previous period"
The change under a KPI compares your range with the same-length stretch just before it. For 1–14 September that's the 14 days before 1 September.
- Counts and times show a percent change. Rates show the change in percentage points (pp).
- Green means better and red means worse. For times, breaches, backlogs and reopen rates, down is good.
- No change is shown if the previous period has nothing to compare with.
- On the Backlog report, Unresolved and Older than 7 days are compared with the backlog at the start of your range instead (vs start of period).
- On Overview, the comparison is vs prior 30 days.
- On the Monthly summary, it's the previous calendar month. For the month in progress, ticket counts aren't compared; last month's total is shown for reference instead.
- The weekly email compares last week (Monday to Sunday) with the week before.
Channels
A ticket's channel is taken from its first message: Email, Website form, Portal, Chat, WhatsApp, API, or Logged by agent (created by a team member). On very large date ranges, tickets beyond the first 2,000 are shown as Other.
AI time saved
Agent time saved by AI is an estimate, not a measurement: 1 minute per ticket triaged, 1 minute per spam or machine email filtered, 6 minutes per chat the AI resolved alone, 4 minutes per AI first reply, and half a minute per ticket assigned. Everything else on the AI & automation report is a count.
Monthly summary differences
The monthly summary uses these definitions with two exceptions: its SLA figures cover tickets received in the month whose target has an outcome, and its satisfaction figure counts ratings given in the month. See Your monthly summary report (and downloading it as a PDF).