> ## Documentation Index
> Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets Analytics

> Monitor ticket creation, conversion rates, and distribution patterns to improve your support workflow

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

## Accessing Tickets Analytics

Navigate to **Dashboard** in the sidebar and select the **Tickets** tab.

<Note>
  You need Admin or Account Manager permissions to access Tickets Analytics.
</Note>

## Key Performance Metrics

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

| Metric                    | Description                                                    |
| ------------------------- | -------------------------------------------------------------- |
| **Total Tickets Created** | The total number of tickets created during the selected period |
| **Avg Tickets per Day**   | Average daily ticket creation rate                             |
| **Unique Requesters**     | Number of distinct users who created tickets                   |
| **Thread-to-Ticket Rate** | Percentage of conversations that resulted in a ticket          |

## Dashboard Components

### 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.

### Distribution Charts

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

#### User Type Distribution

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

#### 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

<Note>
  Priority distribution only appears if your ticketing system uses priority levels.
</Note>

#### Typology Distribution

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

#### Custom Field Distributions

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

### Top Lists

#### 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.

#### 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.

## Filtering Options

Use the dashboard header filters to refine your analysis:

| Filter           | Description                                                                                                   |
| ---------------- | ------------------------------------------------------------------------------------------------------------- |
| **Time Range**   | Select from predefined ranges (24 hours, 7 days, 30 days, 90 days, last full week) or set a custom date range |
| **Organization** | Filter to tickets from a specific organization                                                                |
| **User Type**    | Filter by user permission level                                                                               |
| **Agent**        | Filter by the agent that handled the conversation                                                             |

## Exporting Data

### 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

### 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.

## Understanding the Metrics

### 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

### 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.

<Tip>
  Use period comparison to identify trends and anomalies in your ticket volume.
</Tip>

## 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

## Related Features

* [User Analytics Dashboard](/features/user-analytics-dashboard) - Track user engagement and activity
* [Conversations](/features/conversations-list) - Search and filter conversations
* [Thread Evaluator](/features/thread-evaluator) - Evaluate conversation quality