Analytics
Use Analytics to understand ticket volume, response speed, SLA health, team workload, and customer satisfaction.
Analytics access
| Capability | Free | Community | Pro | Org plans |
|---|---|---|---|---|
Overview tab | ||||
Team tab | ||||
Operations tab | ||||
Feedback analytics tab | ||||
Data retention | 30 days | 365 days | Unlimited | Unlimited |
Ratings and analytics are separate
Community servers can collect ratings with the Request Rating flow node. Pro adds advanced CSAT trends, staff attribution, SLA-related analytics, team analytics, and operations analytics.
Date ranges
Choose a range at the top of the page. All tiers include recent ranges such as Today, Yesterday, and the last 7, 14, or 30 days. Community can view retained data up to the last year. Pro and organization plans add unlimited retention, including All time. Custom ranges are available within your plan's retention window.
Overview tab
The Overview tab is the baseline health check for a server.
| Area | What it shows | Use it to |
|---|---|---|
| Summary | Total tickets, resolution rate, SLA compliance or average first response, and average resolution time | Spot immediate changes in volume, closure, and response speed |
| Ticket volume | Tickets created and closed over time | See backlog growth or seasonal patterns |
| Category distribution | Ticket share by category | Decide where support coverage or documentation should improve |
| SLA by category | Compliance, average response time, and default vs. custom targets when SLA is configured | Find categories missing targets or missing response expectations |
SLA tracking is Pro
Set SLA targets in Settings for the server default, or in Categories for category-specific overrides. Free and Community servers show average first response time instead of SLA compliance.
Team tab
Pro per-server plan and all organization plans
The Team tab compares staff workload and response performance.
| Metric | Meaning |
|---|---|
| Team Members | Active staff included in the selected range |
| Total Handled | Tickets handled by staff |
| Team Avg Response | Average first staff response time |
| Total Closed | Tickets closed, with the team resolution rate |
The staff table is sorted by total handled by default.
| Column | Description |
|---|---|
| Staff Member | Discord username and avatar |
| Handled | Tickets the staff member worked on |
| Closed | Tickets resolved by the staff member |
| Close Rate | Percentage of handled tickets that were closed |
| Avg Response | Average time to first response |
| Avg Resolution | Average time to close tickets |
| CSAT | Customer satisfaction score, when ratings exist |
Use this tab to recognize strong performers, find coverage gaps, balance workload, and identify where training or staffing changes would help.
Operations tab
Pro per-server plan and all organization plans
The Operations tab focuses on capacity planning.
| Area | What it shows | Use it to |
|---|---|---|
| Summary | Average SLA compliance, average throughput, peak hour, and active data hours | Get a quick operations snapshot |
| SLA over time | Daily SLA compliance | Check whether changes improve service quality |
| Throughput trend | Daily tickets processed per hour | Understand capacity and efficiency |
| Peak hours | Ticket volume by hour of day | Schedule coverage around demand |
Feedback analytics tab
Pro per-server plan and all organization plans
The Feedback analytics tab is the advanced CSAT view. Ratings can be collected on Community with Request Rating, but the trend, attribution, and SLA-related analysis here is Pro-only.
| Area | What it shows | Use it to |
|---|---|---|
| Summary | CSAT score, satisfaction rate, response rate, and total ratings with period comparisons | Track overall customer sentiment |
| Ratings over time | Daily rating volume and average rating | See whether satisfaction is improving or dropping |
| CSAT by response time | CSAT grouped by first staff response speed | Understand how response speed affects ratings |
| Staff leaderboard | CSAT by attributed staff member | Find coaching needs and strong examples |
| Low-rating watchlist | Recent low ratings with comments, staff, and category | Follow up on poor experiences |
Working with the data
Suggested targets
Set targets that match your staffing and ticket volume, then revisit them once you have enough data.
| Team size | Response time target |
|---|---|
| Small (1-5 staff) | 2-4 hours |
| Medium (6-15 staff) | 1-2 hours |
| Large (16+ staff) | 30-60 minutes |
| Issue complexity | Resolution time goal |
|---|---|
| Simple | Same day |
| Medium | 1-2 days |
| Complex | 3-5 days |
Configure SLA targets
Set the server default
Go to Settings → Automation → Default Ticket SLA.
Override by category
Open Categories → [Category] → General for categories that need different targets.
Track compliance
Review Analytics → Overview and Analytics → Operations.
Review cadence
| Cadence | Review |
|---|---|
| Daily | Summary cards for unusual changes |
| Weekly | Team workload, SLA trends, and coverage gaps |
| Monthly | Volume, category mix, peak hours, and goal progress |
Troubleshooting
No data available
- No tickets were created in the selected range
- The range exceeds your plan's retention window
- Snapshots have not generated yet, usually during the first 24 hours after install
Fix: expand the date range, wait for snapshots, or create test tickets.
Advanced analytics not available
Team, Operations, and Feedback analytics require a Pro per-server plan or an organization plan.
Data seems outdated
Snapshots are generated daily at 1 AM. Today's data updates hourly, and full historical data updates overnight.