Analytics
The overview, the analytics page and team analytics — what the numbers mean and where they come from.
Do this on my dashboardAll figures come from archived tickets and the open queue, so they need Archive transcripts in the database on (Ticket setup → Logging). Some fields — who closed a ticket, whether it was opened out of hours — are recorded from the day they were introduced, so older tickets show as not recorded.
Overview
The server's front page. Tickets: active, closed today, closed in 7 days, closed all time. Performance · last 30 days: median first reply, median resolution, average satisfaction, closed in 30 days. A chart of opened vs closed tickets over the last weeks, the recent activity feed, and the configuration checklist. Stats refresh on each page load.
Analytics
Sidebar → Tickets → Analytics. Everything is over a period, with times shown in the server's time zone. The last 7, 30 or 90 days are on every plan; this month, last month, any of the last twelve months, all time and a custom from–to come with Premium. Agent leaderboard → at the top leads to Team analytics.
| Card | What it shows |
|---|---|
| When tickets come in | A weekday × hour heatmap of tickets opened. Darker is busier — the times to have staff around. |
| Satisfaction | How closed tickets were rated, from the 1–5 star prompt. |
| Priority mix | What the team flagged as high or urgent, now and over the window. |
| Backlog age | How long the currently open tickets have been open, in buckets, and how many are waiting for a staff reply. |
| How tickets end | Closed by staff, by the member, auto-closed, or not recorded. |
| Response times | Median first reply and resolution for tickets closed in the window. With support hours on, also counted in support hours only, and how many tickets were opened out of hours. |
| Verification | Members who joined in the last 30 days and went through verification: verified, pass rate, median time, removed, still waiting, possible alts, by method. |
| Member growth | One point a day from server stats: members and boosts, net change, peak. 7 days on the free plan, 30 with Premium. |
Team analytics
Sidebar → Tickets → Team Analytics. How the support team is performing over the chosen period (the same periods as History):
- Active agents, tickets closed, tickets claimed, team median first reply.
- The agent leaderboard. Click a column to sort by it; hover a header, or open What each column counts, for its definition. Click an agent to open their page.
| Column | Counts |
|---|---|
| Replied to | Tickets where the agent sent at least one reply. |
| Replies | Every message they wrote in tickets. |
| Claimed | Tickets they claimed with the Claim button. |
| Closed | Tickets they closed themselves. Auto-closes and members closing their own ticket are not counted. |
| First to reply | Tickets where they answered before anyone else on the team. |
| Median 1st reply | Their typical time from a ticket opening to their first answer, when they answered first. |
| Rating | The average rating on tickets they replied to (hover for how many). |
| Assigned now | Open tickets claimed by them right now, whatever the period. |
By default only closed tickets count. Include open tickets adds the replies written and claims made in the period on tickets still open; closes and ratings still come from closed tickets.
An agent's page
Clicking an agent opens their figures for the same period, with Include open tickets and the period kept:
- Every leaderboard figure, their rank, their share of the team's tickets, and the team's median first reply and rating beside theirs.
- Replies over time: per day, or per month over long periods.
- When they reply: their replies by weekday and hour, in the server's time zone.
- Ratings: how members rated the tickets they replied to.
- Tickets: the open tickets they hold or answered, then the closed tickets they worked on, each marked First reply, Claimed, Closed it or Holds it, with a link to the conversation or transcript. See their tickets in Ticket History searches History for them.
Who counts as an agent
Only staff: the member who opened a ticket and the members added to it are never agents, even when they hold an admin role. Agents are matched by their Discord account, so someone who changed their name stays one row, shown with their current server nickname and avatar. Older replies saved without an account are matched by name.
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