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Customer Support

Support Analytics

CSAT & Team Performance

Support Analytics gives managers and customer success leaders a live view of how their team is performing — response times, resolution rates, CSAT scores, volume trends by channel — with exportable reports for leadership.

CSAT trackingSLA complianceAgent analyticsChannel breakdown

What you get

Everything included in Support Analytics — no add-ons, no hidden limits.

CSAT score tracking with individual response data and trends
First response and full resolution time per priority level
SLA compliance rate: % of tickets resolved within target
Volume trends by day, week, and month with comparison periods
Agent performance: tickets closed, response time, CSAT per rep
Channel breakdown: email, chat, form, by volume and satisfaction
Topic analysis: which issue categories drive the most volume
Scheduled PDF reports delivered to manager email weekly

Use cases

Who gets the most value from Support Analytics.

📊

Support Managers

Monday reviews done in 5 minutes with a live dashboard — no spreadsheet needed.

🏦

Customer Success Leaders

Present CSAT trends and SLA performance to the executive team confidently.

⚙️

Process Improvement

Identify which ticket categories take longest to resolve and fix the root cause.

How it works

Up and running in minutes.

01

Data collected

All ticket, agent, and CSAT data is captured automatically from your support inbox.

02

View dashboard

Open the analytics dashboard for live metrics across all key dimensions.

03

Build reports

Customise date ranges and filters to answer specific questions.

04

Share

Export as PDF or schedule an automatic weekly email digest.

Real-time
Dashboard updates
CSAT
Auto-collected
after every closed ticket

Works best with

Ticket ManagementSupport Automations

Ready to use Support Analytics?

One plan. All 40+ modules including Support Analytics. Starting at £150/month.