# Analytics Track ticket volume, team performance, and resolution trends to keep your support operation running smoothly. Created April 1, 2026 ## Overview The Analytics section gives you a clear picture of how your ticketing system is performing. You can see how many tickets are coming in, how quickly they're being resolved, and how your team is handling the workload — all in one place. Use it to spot patterns, identify bottlenecks, and make informed decisions about how to improve your support process. ## Curated Reports Pre-built reports covering the most common areas of your support operation — just open and go, no setup needed. ### Service Desk #### Service Desk Overview Provides insights about ticket inflows and SLA compliance. **Data Points:** Total Tickets, Tickets by Status, Tickets by Priority, Tickets in the Last 30 Days #### Service Desk Trends Provides insights about ticket load and service desk performance. **Data Points:** Weekly Ticket Volume (Last 13 Weeks) #### Ticket Lifecycle Provides a break-up of time spent by tickets in different statuses. **Data Points:** Avg. Resolution Time, Avg. First Response, Resolved Tickets, Overdue Rate, Status Distribution (Open, Resolved, Pending) #### Agent Performance Compares the performance of agents based on resolution and workload. **Data Points:** Performance by Agent #### Priority Analysis Breakdown of tickets by priority levels and response times. **Data Points:** Tickets by Priority, Tickets by Type #### Source Analysis Shows where tickets originate from across channels. **Data Points:** Tickets by Source Channel ### Tasks #### Task Overview Provides insights about task completion and workload. **Data Points:** Total Tasks, Tasks by Status (Open, Completed, Overdue) ### Assets #### Overview of Inventory Provides insights about cost and hygiene of assets managed. **Data Points:** Assets by Status #### Asset Type Distribution Breakdown of assets by type and status. **Data Points:** Assets by Type ### Solutions #### Solutions Overview Gives an overview of Solutions creation and usage. **Data Points:** Total Articles, Published Articles, Total Drafts, Article Views, Articles Marked as Helpful ## AI Assistant  The AI assistant lets you ask questions about your ticket data in plain language — no need to build a report manually. You can ask things like "how many tickets were closed last week?" or "which agent resolved the most tickets this month?" and get an answer right away. Just type what you want to know and the AI will pull the relevant data and present it clearly — you can also ask it to suggest which reports to read based on what information you want to understand.