Reports show ticket volume, response times, agent performance, and customer satisfaction.
Finding reports
Click Reports in the left sidebar. You'll see the available report tabs listed below the Reports header.
Available reports
- 📊 Overview — Ticket volume and response times across your helpdesk
- 👤 Agents — Individual agent workload and performance
- 🤖 AI agent — Resolution rates and handovers for your AI agent
- 📥 Inboxes — Performance by channel (email, chat, social)
- 👥 Teams — Team-level metrics
- 🏷️ Labels — Conversation counts by label
- ⭐ CSAT — Customer satisfaction scores
Depending on your plan and the features turned on for your account, you may also see Conversations, Conversation traffic, Voice, Social comments, Contact reasons, Order editing and Returns.
Conversations lists the individual tickets behind the numbers, with their first response time, handle time and CSAT rating.
Who can access reports
Administrators and Managers can access all reports and see data for all agents, teams, and inboxes.
Agents can only access the Agents report. They see only their own performance data — not other team members.
Selecting a date range
- Click the date picker in the top right
- Choose a preset (Last 7 days, Last 30 days) or select custom dates
- Click Apply
Days, time zones and refresh
Reports work in whole days. Each day runs from midnight to midnight in your account timezone, which Administrators and Managers set under Settings → Account settings → Timezone. There is one timezone per account and no per-agent timezone.
There is no time-of-day or shift filter. Replies and resolutions count in the period they happened in, whatever the agent's shift or login time. If your team works nights, a shift that crosses midnight is split over two days.
Report numbers can be up to 5 minutes behind.
Spam, imported conversations and the AI Playground are left out of every report.
Comparing periods
- Click the comparison dropdown below the date picker
- Choose a comparison type:
- Previous period — Same duration, immediately before your selected range
- Previous year — Same dates, one year earlier
- Trends appear as percentage changes on each metric
Filters
Most reports have a Filters button. You can narrow by Status, Agent, Inbox, Label or CSAT rating, and Agent, Inbox and Label can be set to Include or Exclude. The Teams report has no Agent filter. There is no Team filter and no filter by channel type, so filter by Inbox.
Business hours toggle
When enabled, time-based metrics only count hours during your configured business hours. You'll need to set up business hours in Settings first.
Exporting a report
Click Export at the top of a report to download it as a CSV. The file covers the date range and filters you have selected.
- Reports with Export: Agents, Teams, Inboxes, AI agent, CSAT, Contact reasons, Conversation traffic and Conversations
- Reports without Export: Overview, Labels, Voice, Order editing, Returns and Social comments
The CSAT report has two exports: Summary by agent and Individual responses.
The Conversations export has one row per ticket (ticket ID, title, status, agent, inbox, labels, first response time, handle time, CSAT, message count, created date, contact). To get a list of tickets with one label, filter by that label and export. On some accounts this export is prepared in the background: you'll see "Export started. You will receive an email when it is ready." and the file appears under Recent exports.
Agents can export their own row from the Agents report.
Looking for the messages themselves? See How to Export Your Ticket History.
What reports can't show
- A time-of-day or shift filter
- How many tickets were assigned to an agent in a past period
- A list of tickets filtered by who replied. The Agents report gives the count as Unique tickets replied.
- A "replied within 24 hours" percentage or any SLA report
- Time from assignment to first reply
- Custom columns in the Agents report
Why a number changed or doesn't match
An agent's Resolved tickets went down
In Reports → Agents, a conversation counts as resolved only on its latest resolution, and only while it is still resolved. A number you saw yesterday goes down when:
- A customer replied and the conversation reopened. It drops out of the count until it is resolved again.
- The conversation was resolved again later. The credit moves to the date of the latest resolution and to whoever is assigned at that moment.
- The contact was marked as spam. All their conversations leave the reports.
- The conversation was merged into another one or deleted.
- A filter is on (Inbox, Label, Status) and the conversation no longer matches it.
An agent got credit for a ticket they didn't resolve
Credit for a resolved ticket goes to the agent who is assigned when it is resolved. Who clicked Resolve doesn't matter, and neither does who replied. If an automation, the AI agent, a bulk action or the inactivity auto-resolve resolves a ticket assigned to Agent A, Agent A gets the credit, even if they sent no reply. If nobody is assigned when it is resolved, no agent gets the credit.
Unique tickets replied is lower than the tickets an agent was assigned
Unique tickets replied counts conversations where the agent sent at least one public reply in the period. Private notes don't count, and neither do tickets that were assigned to the agent but not answered yet. Reports don't have a count of tickets assigned to an agent during a past period.
Overview shows more resolved tickets than the agents added together
- Overview, Inboxes and Teams count every conversation that was resolved at some point in the period, once, even if it was reopened afterwards.
- Agents counts only conversations that are still resolved, on their latest resolution, and only when an agent was assigned at that moment.
Numbers are a day off, or split strangely across a night shift
Reports work in whole days, in your account timezone. A shift that crosses midnight is split over two calendar days. If the day boundaries look wrong, check the account timezone first.
The report doesn't show something that just happened
Report numbers can be up to 5 minutes behind.
What happens to the numbers when a ticket reopens
When a customer replies to a resolved email, the same conversation reopens.
- First response time doesn't change. It was recorded on the first reply.
- The agent's next reply counts toward Average response time.
- The ticket leaves the agent's Resolved tickets until it is resolved again.
- Resolution time for the new resolution is measured from when the conversation was first created, so it gets longer.
- One-touch and zero-touch are worked out again at the next resolution.