Analytics reads your database directly, so every number is about your desk and no one else's.
The eight tiles:
- Total Tickets, every ticket ever created.
- Open, tickets currently in the open status.
- Resolved and Closed, counted together.
- Last 30 days, tickets created in the last month.
- AI Auto-Resolved, the share of all tickets that carry the auto-resolved flag, shown as a percentage. This is a measured count of tickets the resolver actually answered, not a projection.
- Avg First Response over 30 days, the average minutes between a ticket being created and its first non-private outgoing message.
- AI Spend this month, the estimate described on the AI settings page.
- AI Calls this month, how many rows were written to the AI log since the first of the month.
The two tables:
- Tickets by Category, counted from the triage category, which tells you what your customers actually keep asking.
- Tickets by Product, the top ten tagged products. This one is only as good as the product list you saved in Settings, Products.
How to read the auto-resolve percentage:
It is calculated against every ticket you have ever had, including tickets imported from Freshdesk and tickets created before you switched the AI on. A brand new install with historic data imported will show a low figure until fresh tickets accumulate. If you leave auto-send off, drafted tickets are not counted as auto-resolved, because a human sent them.