Know what the AI handles. And what to teach it next.
The Analytics page shows how many conversations the AI resolved and how many your team handled, how fast you reply, where and when customers write, and which topics keep landing with a person. It fills in on its own from the first conversation, with nothing to set up, and it is on every plan, including the free one.
- Nothing to set up
- Sample data to explore
- On every plan, free included
Know what to teach the AI next
The AI sorts tickets into topics, and leaves a ticket unsorted when it is not sure. The topics card shows how many tickets each topic had and how many the AI resolved, and when a topic has at least five tickets and the AI resolves fewer than 60% of them, it suggests adding that topic to AI Knowledge.
- Tickets and AI resolution per topic
- A flag on topics the AI mostly hands over
- First reply and resolve time per topic
- Unsorted tickets grouped as other topics
Refunds is mostly handed to your team. Adding it to AI Knowledge would help the AI answer it.
- Resolved by AI and handled by team
- Time to first reply
- Time to resolve
- Every figure against the previous period
Track resolution and reply times
The conversations chart splits every period into resolved by AI and handled by team, and the speed cards show time to first reply and time to resolve. Each one is compared with the period before, so a slow week shows up as a slow week rather than a feeling.
See where and when customers write
See which channels customers use, the hours tickets arrive in your time zone with the share that lands outside 9:00 to 18:00 on weekdays, and the countries tickets come from.
- Where customers reach you, by channel
- When tickets arrive, hour by hour
- Where tickets come from, by country
- Share of tickets per teammate
- First reply and resolution time each
- The AI listed as one of them
- API keys and MCP in their own row
The AI counted as a teammate
Each teammate's share of tickets, first reply time and resolution time, with the AI listed as one of them. Work done through API keys and the MCP server gets its own row, so automated replies are never credited to a person.
Everything else in Analytics
Built into the dashboard, with nothing to configure.
Date ranges
The last 7, 30 or 90 days, month to date, year to date or your own dates.
History by plan
30 days on Free, 2 years or more on paid plans.
Sample data
Explore every card before your first conversation.
Your time zone
The hour heatmap reads in your own time zone.
For Owners
Analytics is for workspace Owners.
No setup
It fills in on its own from the first conversation.
Questions, answered
Yes. Every plan has it. The free plan keeps 30 days of history, and paid plans keep 2 years or more.
Workspace Owners. Members do not see the page.
The AI sorts tickets into topics. When a topic has at least five tickets and the AI resolves fewer than 60% of them, the topics card says so and suggests adding it to AI Knowledge.
No. Analytics fills in on its own from the first conversation, and before that you can explore it with sample data.
Keep exploring
One price. All of customer support.
Start free, no card. When you upgrade, every feature is included, rather than a starting point with a list of add-ons to buy.
