Analytics and reports
Customer service analytics for Shopify teams, in plain numbers
How long customers wait, how fast tickets close, when the inbox is busiest and what people write in about. Ten reports, worked out from your own tickets, on every plan. No spreadsheet, no setup, and a CSV that matches the screen.
- reports
- 10
- reports
- with CSV export
- 9
- with CSV export
- shared filters
- 5
- shared filters
The reports
Ten customer service reports, grouped by the question you are asking
Every report reads the same ticket data with the same definitions, so a number never means one thing on one page and something else on the next.
Live · What needs attention this minute.
Live overviewLive
Open and unassigned tickets, customers waiting for you and the longest wait, SLA breaches, who is available, and today by hour. It refreshes every minute.
“Is anyone waiting too long right now?”
Support performance · How fast and how well the team answers.
Overview CSV
Tickets created, replied and closed, messages sent, median first response and resolution, one-touch tickets and satisfaction, each against the previous period, plus volume over time and a split by channel.
“Are we getting faster or slower?”
Agents CSV
For each person: tickets replied, messages sent, tickets closed, median first response and resolution, one-touch rate and satisfaction.
“Who is carrying the load this week?”
Busiest times CSV
Customer messages by weekday and hour, in your store’s time zone, with the busiest day, hour and slot named.
“When should we add a shift?”
Satisfaction CSV
Average survey score, the share of 4 and 5 star answers, response rate, the spread of scores, scores by agent and recent comments.
“Are customers happy with our answers?”
SLAs CSV
First reply on time and resolved on time, overall and by policy, counted in business hours where the policy says so.
“Are we keeping the promises we set?”
Ticket insights · What customers are writing to you about.
Ticket fields CSV
Tickets by the value of any dropdown ticket field you define, such as a return reason or an outcome.
“Why are orders coming back?”
Macros CSV
Replies sent with each macro in the period, next to the previous period, so you see which saved replies earn their place.
“Which saved replies does the team actually use?”
Intents CSV
What customers wrote in about, as classified when each ticket arrived, with share and trend.
“What is driving our ticket volume?”
How the reports work
Compare periods, spot the busy hours, narrow it down
Every number against the period before
Pick today, yesterday, the last 7, 30 or 90 days, or a custom range of up to a year. Each headline number is set against the same number of days just before, and the colour tells you whether the change is good: for times, lower is better. If there is no full earlier period, you see “No earlier data”, not a made-up jump.
A heat map of your busiest support hours
Busiest times counts every customer message by weekday and hour, in your store’s time zone, and names the busiest day, hour and slot. It is the quickest way to set business hours for chat and to see whether a late shift would actually be used.
Filters that follow you, and a CSV that matches
One row of filters sits on every report: date range, channel, agent, team and tag. The filters live in the page link, so a report you share opens exactly as you see it, and Export CSV writes the same numbers with the same filters, because the screen and the file are built by the same code.
Find the answer
Questions you can answer, and the report that answers them
Is anyone waiting for a reply right now?
Live overview · “Waiting for us” with the longest wait
Did we get faster this month?
Overview · First response (median), against the previous period
Who needs help with their queue?
Agents · Tickets replied and closed per person
Should we answer chat on Sunday evenings?
Busiest times · The Sunday row of the heat map
Did the new returns policy upset people?
Satisfaction · Average score and recent comments
Are VIP tickets answered within our target?
SLAs · First reply on time, by policy
Are damaged-item tickets going up?
Tags · The tag’s change against the previous period
Which macro should we rewrite first?
Macros · Uses per macro, this period and the last
Prefer to ask in words? Ask AI, part of AI drafts and macros, answers questions like these from the same data and links the tickets behind the answer.
Glossary
Customer service metrics, defined
The exact meaning of every number in Hushdesk. Times are clock time, except on the SLAs report, where business hours apply when the policy says so. SLA targets themselves are set up in automation.
- First response time
- The time from when a customer starts a ticket to the first agent reply. Hushdesk reports the median for customer-started tickets first answered in the period. Tickets your team started have no response time.
- Resolution time
- The time from when a ticket is created to when it is closed, for tickets closed in the period, reported as a median.
- One-touch tickets
- The share of closed tickets with a reply that needed exactly one agent reply. A higher share usually means clearer first answers.
- Replies per ticket
- Agent replies per closed ticket that got a reply. Included in the Overview CSV.
- Closed without a reply
- Closed tickets that never got an agent reply, such as spam or a thank-you. They are counted apart so they do not flatter one-touch.
- Tickets replied
- Tickets that got at least one agent reply in the period, whenever they were created.
- Tickets closed
- Tickets whose close falls in the period. A ticket that is reopened and closed again counts again.
- Satisfaction (CSAT)
- The average of the 1 to 5 star answers to the survey sent after a ticket closes.
- Satisfied
- The share of survey answers that gave 4 or 5 stars.
- Survey response rate
- Survey answers divided by tickets closed in the period.
- SLA achievement
- Targets met divided by targets met plus targets missed. Tickets still inside their target are not counted yet.
- Median
- The middle value when every time is lined up. One ticket that waited all weekend cannot drag it out of shape the way it would an average.
- Previous period
- The same number of days just before the range you picked. If your account is newer than that, Hushdesk shows “No earlier data”.
- Busiest slot
- The weekday and hour with the most customer messages in the range, in your store’s time zone.
- All 10 reports on every plan
- Unlimited seats
- Nothing extra to install
The reports read the tickets in your helpdesk inbox, so they work from your first day. See what each plan adds on pricing, or walk through the setup in how it works.
FAQ
Customer service analytics: questions and answers
What is customer service analytics?
Customer service analytics measures how much support work comes in and how well the team handles it: ticket volume, response and resolution times, one-touch tickets and customer satisfaction. Hushdesk works these out from your tickets automatically, with 10 reports included on every plan.
What reports does Hushdesk include?
Ten reports: Live overview, Overview, Agents, Busiest times, Satisfaction and SLAs for team performance, plus Tags, Ticket fields, Macros and Intents for what customers write about. All ten are included on every plan, the Free plan too, with no add-on to buy.
How is first response time calculated?
First response time is the time from when a customer starts a ticket to the first reply from an agent. Hushdesk reports the median for customer-started tickets first answered in the period, in clock time. Tickets your own team started are left out.
What is the difference between first response time and resolution time?
First response time measures how long a customer waits for the first agent reply. Resolution time measures how long the whole ticket takes, from creation until it is closed. A team can reply quickly yet resolve slowly, so Hushdesk shows both side by side.
What is a one-touch ticket?
A one-touch ticket is a closed ticket that needed exactly one agent reply. Hushdesk shows the share of closed, replied tickets that were one-touch. A rising share usually means clearer first replies and better macros; tickets closed with no reply at all are counted separately.
Why does Hushdesk report medians instead of averages?
Because the median describes what a typical customer experienced. It is the middle value, so one ticket that waited all weekend cannot drag the figure out of shape. Satisfaction is the exception: it is the average of the 1 to 5 star survey answers.
How is customer satisfaction (CSAT) measured in Hushdesk?
After a ticket closes, Hushdesk can send a one-question survey by email or chat, 24 hours later by default. Customers rate from 1 to 5 stars and can leave a comment. The report shows the average score, the share of 4 and 5 star answers and the response rate.
How do I find my busiest support hours?
Open the Busiest times report. It counts customer messages by weekday and hour in your store’s time zone, shades the busiest cells darker and names the busiest day, hour and single slot. Use it to set business hours and plan who covers which shift.
Can I compare this month with last month?
Yes. Every headline number is compared with the period of the same length just before the range you pick, so the last 30 days are set against the 30 days before. If your account is newer than that, it says No earlier data instead of showing fake growth.
Can I export Hushdesk reports to CSV?
Yes. Nine of the ten reports have an Export CSV button; only the Live overview, which shows the current moment, does not. The file is built by the same code as the screen, with the same date range and filters, so the numbers always match.
Can I see support performance for each agent?
Yes. The Agents report lists each person’s tickets replied, messages sent, tickets closed, median first response and resolution, one-touch rate and satisfaction. Replies count for whoever wrote them; closes, resolution time and satisfaction count for the ticket’s assignee. The table exports to CSV with the same filters.
Do Hushdesk SLA reports count business hours?
Yes, when the policy says so. The SLAs report judges each ticket against the policy that applies to it and counts due times in business hours where the policy uses them. Other reports, such as first response time, are measured in clock time.
Know your support numbers by Friday
All ten reports on the Free plan. Unlimited seats, no card needed.
