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The Tickets Analytics dashboard shows ticket creation patterns, top requesters, and conversion rates from conversations to tickets.

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Accessing Tickets Analytics

Navigate to Dashboard in the sidebar and select the Tickets tab.
You need Admin or Account Manager permissions to access Tickets Analytics.

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Key Performance Metrics

The dashboard displays four primary metrics at the top, each showing the current value and change from the previous period:

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Dashboard Components

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Ticket Volume Chart

The volume chart shows daily ticket creation trends over the selected time period. You can toggle between two views:
  • Volume View: Bar chart showing the number of tickets created each day
  • Conversion Rate View: Bar chart showing the daily thread-to-ticket conversion rate as a percentage
Use the toggle button in the chart header to switch between views.

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Distribution Charts

The dashboard includes several distribution charts to help you understand ticket patterns:

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User Type Distribution

Shows the breakdown of tickets by user permission level, helping you identify which user segments generate the most support requests.

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Priority Distribution

Displays tickets categorized by priority level:
  • Urgent: Critical issues requiring immediate attention
  • High: Important issues with significant impact
  • Normal: Standard support requests
  • Low: Minor issues or general inquiries
Priority distribution only appears if your ticketing system uses priority levels.

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Typology Distribution

Shows tickets grouped by their type or category, helping you understand what kinds of issues users face most frequently.

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Custom Field Distributions

If your ticketing system has custom enum fields configured, the dashboard automatically displays distribution charts for each field.

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Top Lists

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Top Requesters

A table showing the top 10 users who created the most tickets, including:
  • Email address
  • Organization
  • Ticket count
Click on a requester row to navigate to their ticket list with filters pre-applied.

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Top Organizations

A table showing the top 10 organizations by ticket volume, useful for identifying accounts that may need additional support or training. Both tables include a download button to export the full list as CSV.

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Filtering Options

Use the dashboard header filters to refine your analysis:

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Exporting Data

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CSV Export

Click the download icon on any table card to export the data as a CSV file. Available exports include:
  • Top requesters (full list beyond top 10)
  • Tickets by organization

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PDF Export

Click the PDF export button in the dashboard header to generate a PDF report of the current view, including all visible charts and metrics.

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Understanding the Metrics

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Thread-to-Ticket Conversion Rate

This metric shows what percentage of conversations result in a ticket being created. A high conversion rate may indicate:
  • Complex issues that require follow-up
  • Users who prefer formal ticket tracking
  • Processes that require ticket documentation
A low conversion rate typically means:
  • The AI agent resolves most issues directly
  • Users find answers without needing escalation

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Period Comparison

All key metrics show the change from the previous period. For example, if you select “Last 7 days”, the comparison shows the change from the 7 days before that.
Use period comparison to identify trends and anomalies in your ticket volume.

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Best Practices

  1. Monitor conversion rates regularly: A sudden increase may indicate an issue with agent responses or knowledge base gaps
  2. Review top requesters: Users with many tickets may need additional training or have recurring issues worth addressing systematically
  3. Track priority distribution: A high percentage of urgent tickets may indicate systemic problems
  4. Export data for deeper analysis: Use CSV exports to perform custom analysis in spreadsheet tools