Get started with Analytics
A map of every Hushdesk report, from the live view of right now to agent, satisfaction, SLA and ticket insight reports, and how they share filters.
Last updated 2 min read
Analytics shows how much comes in, how fast your team answers and how happy customers are. The reports share one set of filters, so you can look at the same period and slice everywhere.
Before you start
- Who can do this: everyone in the workspace.
- Plan: all plans.
Step by step
- Open Analytics from the area switcher. Live overview opens first.
- Pick a report from the menu on the left.
- Set the date range and filters at the top.
- Read the headline numbers, then the charts and tables below.
- Press Export CSV to download the data.
What happens next
The reports
| Group | Report | Answers |
|---|---|---|
| Live | Live overview | What is happening right now and today |
| Team | Overview | Volume, speed and how tickets closed |
| Team | Agents | Each agent's replies, closes, speed and satisfaction |
| Team | Busiest times | When customers write, by weekday and hour |
| Team | Satisfaction | Survey scores and comments |
| Team | SLAs | How often targets are met |
| Ticket insights | Tags, Ticket fields, Macros, Intents | What customers write about and which answers you use |
Filters every report shares
Date range (Today, Yesterday, Last 7 days, Last 30 days, Last 90 days or Custom range…), Channel, Agent, Team (when you have teams) and Tag. See Filter and compare reports.
A weekly routine
Every Monday, open Overview for Last 7 days and note created, closed and first response against the week before. Then check Tags for anything rising, Satisfaction for low scores and comments, and SLAs for misses. Fifteen minutes a week keeps you ahead of problems.
Tips
- Start with Overview for the last 7 days, then drill into Agents and Tags.
- Check Busiest times before changing shifts or business hours.
- Learn the definitions once; they match what teams coming from Gorgias expect. See Analytics metric glossary.
- Give managers who only need numbers the Viewer role; they see every report without being able to change tickets.
- Use Ask AI for quick questions and the reports for detail. See Ask AI about your tickets, customers and team.
Troubleshooting
A report is empty
The date range or a filter excludes everything. Widen the range or clear filters.
Numbers differ from another tool
Definitions differ between tools. Check the glossary for how Hushdesk counts each metric.
Frequently asked questions
What reports does Hushdesk Analytics include?
A live overview of right now, then Overview, Agents, Busiest times, Satisfaction and SLAs for how the team is doing, and Tags, Ticket fields, Macros and Intents for what customers write about. Every report except the live view has date and filter controls and an Export CSV button.
Who can see Analytics?
Everyone in the workspace, including viewers. That makes the viewer role a good fit for managers and owners who want to follow the numbers without any risk of changing tickets. Reports never show other workspaces' data, even if you belong to several. CSV exports are limited to owners and admins.
Are analytics times in business hours?
No. Report times such as first response and resolution are measured on the clock, nights and weekends included. The SLAs report is where business hours apply, if your SLA policies count them. Dates and hours follow your workspace's time zone from Business hours.
How current is the data in Analytics?
Reports read your tickets directly, so they are up to date when you open or refresh them. The Live overview also refreshes itself while it is open, so you can keep it on a screen during busy periods.
Can I get these numbers by asking a question?
Yes. Ask AI can run the same report maths for a period, with filters by agent, tag or channel, and answer in plain words, for example how did the team do this week compared with last week. Open the reports for the full detail and CSV.
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Related articles
- Watch the live overviewSee right now how many tickets are open, unassigned, waiting and past their SLA, who is available, and how today is going hour by hour.
- Read the Overview reportThe Overview report shows tickets created, replied and closed, median first response and resolution, one-touch rate, satisfaction and how tickets closed.
- Filter reports and compare periodsSet a date range or custom range, filter any report by channel, agent, team and tag, and read the change against the previous period of the same length.
- Analytics metric glossaryPlain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
- Export reports to CSVDownload any Analytics report as a CSV file with the same date range and filters as the page, ready to open in Excel, Numbers or Google Sheets.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.