The Inboxes report compares performance across your channels.
Opening the Inboxes report
- Go to Reports in the sidebar
- Click Inboxes
Metrics explained
- New tickets: Conversations created in this inbox during the period.
- % of new tickets: This inbox's share of total ticket volume.
- Resolved tickets: Conversations resolved in this inbox during the period.
- Messages received: Inbound messages from customers in this inbox.
- Messages sent: Outbound messages from agents in this inbox.
- First response time: Median time from when a conversation was created to the first public reply by a human agent in this inbox. AI agent replies don't count.
- Average response time: Average time from customer follow-up to agent reply in this inbox. Excludes first responses.
- Resolution time: Median time from first message to ticket closure for this inbox.
Business hours
If an 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 and export
Each row shows the inbox and its channel, so this is the report for numbers per channel. Click Filters to narrow it by Status, Agent, Inbox, Label or CSAT, and Export to download a CSV for the selected period.
For agent numbers on one inbox, open Reports → Agents and filter by that inbox.
Common questions
Why compare inboxes?
Different channels have different customer expectations. Email customers may accept longer response times than live chat users. Use this report to set realistic targets per channel.
Why are some inboxes missing?
Inboxes with no activity during the selected period won't appear in the report.