The Overview report shows high-level metrics for your helpdesk.
Opening the Overview report
- Go to Reports in the sidebar
- Click Overview
Overview metrics
- New tickets: Conversations created during the selected period, including ones your team started, such as outbound emails. Excludes imported tickets.
- Resolved tickets: Conversations resolved at any point in the selected period. Each counts once, even if it was reopened later. That is why this number can be higher than the agents' Resolved tickets added together in the Agents report, which only counts tickets that are still resolved.
- First response time: Median time from when a conversation was created to the first public reply by a human agent. If the AI agent handled the conversation first, the clock starts at the handover. AI agent replies, automation messages and private notes don't count as a first response.
- Resolution time: Median time from when a conversation was created to when it was resolved. If a ticket is reopened and resolved again, the time is measured from the original creation.
Productivity metrics
- Average response time: Average time from customer message to agent reply for follow-up responses only. The first reply in a conversation is excluded — that's tracked under First response time.
- Messages sent: All public outgoing messages in the period, including AI agent and automation messages. Private notes aren't counted.
- One-touch tickets: Percentage of resolved tickets with exactly one outgoing message. AI agent replies, automation messages and private notes count as outgoing messages here.
- Zero-touch tickets: Percentage of resolved tickets with no outgoing message at all, for example tickets resolved by an automation rule without a reply.
Business hours
If your inbox has business hours configured, turn on the Business hours toggle on the report to count time metrics in business hours only. Inboxes without business hours use clock time.
Filters
Click Filters to narrow the report by Status, Agent, Inbox, Label or CSAT. Agent, Inbox and Label each have an Include or Exclude switch. To see your totals without one label, pick the label and switch to Exclude.
The Overview report has no Export button. To download numbers, use the Agents, Inboxes, Teams or Conversations report.
Using the chart
Click any metric to graph it over time. Hover over the chart to see daily values.
If you've set a comparison period, a dashed line shows the previous period's data.
Reading trends
Each metric shows a percentage change compared to your comparison period:
- Green arrow up = improvement
- Red arrow down = decline
Common questions
Why is Average response time different from First response time?
First response time measures how quickly you respond to new conversations. Average response time measures ongoing responsiveness — how fast you reply when customers follow up.
A ticket was replied in 50 minutes, resolved, then reopened and replied in 70 minutes. What's the Average response time?
70 minutes. The first reply (50 minutes) counts toward First response time only. Average response time tracks follow-up replies — in this case, the 70-minute response after the customer reopened the ticket.
Are these numbers averages or medians?
First response time and Resolution time are medians in every report, including Overview. Average response time is an average in every report. There is no setting to switch between the two.