Reports and CSAT
Support reports
Open Help Desk → Reports. Support reports need an editor or admin role. The default window is the last 30 days; you can switch to the last 24 hours, 7 days, or 90 days, month to date, last month, year to date, or pick your own dates. Click Refresh to fetch the latest numbers, or Full analytics for the Support view in Analytics.
The page has these sections:
Tickets by channel. Volume per channel, such as Website widget, Help center, Email, Manual, and API, with resolved count, median first response, SLA breaches, and CSAT. Click a channel to open those tickets in the inbox.
Resolution and response. Currently resolved, hand-off rate, first response, conversations, and the median time for the AI and for a person.
Queue pressure. Tickets that need a reply, missed conversations, SLA breaches, and tickets routed to a person.
Conversation health. Total, open, reopened, needs reply, missed.
Top questions and Hand-off reasons. Repeated question patterns and why conversations were handed to a person.
Satisfaction. Positive, neutral, and negative ratings, and CSAT by resolver (AI versus people).
Help Center. The analytics card for a chosen Help Center site (see below).
The inbox's Table view also has a metrics strip: Open now, AI deflection (30d), Median first response, Median resolution, SLA breaches (30d), Reopened (30d), CSAT (30d). When there are likely knowledge gaps, Show knowledge gaps lists them, and Draft note sends a draft article to review.
Service-level numbers
Breaches count against the targets you set under Settings → Help Desk → Service Levels. If "Count only during business hours" is on, due times already skip closed hours, so the breach numbers reflect your calendar. See Tickets, statuses, and SLAs.
CSAT
Customer satisfaction surveys are off by default because they message every customer whose ticket is solved. To turn them on:
Open the ticket settings gear in the inbox and go to Automations.
Turn on CSAT survey on solve.
Optionally edit the CSAT Message. The default asks for a number from 1 (poor) to 5 (great), with an optional comment.
Under Customer Messages by Channel, choose whether surveys also go out by email (on by default). Chat widget and Help Center conversations always show the survey in the thread.
Click Save.
Only tickets solved in the last 3 days are surveyed, so an old thread is never resurrected. A rating reply on a surveyed ticket is captured as the score and does not reopen the ticket. In the widget, the customer taps a rating button. The score shows on the ticket's CSAT property and rolls into the Satisfaction section of the reports.
"Did that answer your question?"
Separately from CSAT, the chat widget asks Did that answer your question? after an AI answer has sat quiet for a few minutes (3 by default).
Yes solves the ticket right away as a confirmed AI resolution.
No offers a person.
No answer falls through to the normal quiet timer. Silence is never treated as a no.
Control this under Automations with Ask "Did that answer your question?" and the idle minutes next to it.
Help Center analytics card
Under Help Desk → Reports, the Help Center section appears once you have a Help Center site (pick one if you have several). The card shows views and searches for the window and views all time, the share of votes that found articles helpful, top articles, top searches, searches with no results (content gaps), and views per day, for 30 days, 90 days, or a year. See Analytics and feedback.