Analytics metric glossary
Plain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
Last updated 2 min read
Numbers are only useful when everyone reads them the same way. This glossary defines every metric in Hushdesk Analytics.
Before you start
- Who this is for: anyone reading reports.
- Plan: all plans.
Step by step
- Open a report.
- Find a metric you are unsure about.
- Look it up below.
- Remember that times are medians and measured on the clock unless the report says otherwise.
What happens next
Volume
| Metric | Definition |
|---|---|
| Tickets created | Tickets created in the period |
| Tickets replied | Tickets that got at least one team reply in the period |
| Tickets closed | Tickets whose close falls in the period; a reopened ticket counts again when it closes again |
| Messages sent | Replies sent by your team |
| Customer messages | Messages from customers (Busiest times) |
Speed
| Metric | Definition |
|---|---|
| First response | Creation to first team reply, customer-started tickets first answered in the period (median) |
| Resolution | Creation to close, tickets closed in the period (median) |
| First reply on time | Share of tickets whose first reply met the SLA target |
| Resolved on time | Share of tickets resolved within the SLA target |
Quality
| Metric | Definition |
|---|---|
| One-touch | Closed tickets that needed exactly one team reply |
| Average score | Mean satisfaction answer, 1 to 5 |
| Satisfied (4–5 stars) | Share of answers that were 4 or 5 |
| Response rate | Satisfaction answers per closed ticket |
Attribution (Agents report)
Replies are credited to the agent who wrote them. Closes, resolution time and satisfaction are credited to the ticket's assignee.
Time
All report times are wall-clock. Days follow your workspace time zone. The SLAs report applies business hours when a policy counts them.
Counting rules worth knowing
- A ticket with two tags counts once for each tag in the Tags report.
- Tickets your team starts with New ticket do not count toward first response, because no customer was waiting.
- Each conversation can be rated once, so satisfaction answers never exceed closed conversations.
- Spam is not part of normal views, and auto-closed tickets are reported separately in How tickets closed.
Tips
- Prefer medians for speed; a few very slow tickets distort averages.
- Read volume and speed together: faster replies on fewer tickets is not progress.
- Share this page with anyone who reads your reports.
- When numbers look surprising, check the definition before drawing conclusions; most surprises come from counting closes or replies differently.
Troubleshooting
A metric shows a dash
There was no data for it in the period, such as no satisfaction answers.
Frequently asked questions
How does Hushdesk define first response time?
The time from when a customer-started ticket was created to the first reply from your team, counted for tickets first answered in the period. Reports show the median. It is measured on the clock; the SLAs report is where business hours apply.
How does Hushdesk define resolution time?
The time from when a ticket was created to when it closed, for tickets closed in the period. Reports show the median. A ticket that reopens and closes again is counted again with its new close time, measured from the original creation.
What is the difference between replied and closed tickets?
Replied counts tickets that got at least one reply from your team in the period, whatever their status. Closed counts tickets whose close falls in the period. A team can reply to many tickets that stay open while waiting on customers.
Are the Hushdesk definitions the same as Gorgias?
They are designed to match the meanings teams coming from Gorgias expect, so numbers read the same way after a switch. Small differences can still appear, for example because of how each tool treats merged or auto-closed tickets.
What does Satisfied 4 to 5 stars mean?
The share of satisfaction answers that were 4 or 5 on the 1 to 5 scale. It is often easier to explain than the average score, because it answers a simple question, namely how many customers were happy.
Was this helpful?
Related articles
- 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.
- Read the Agents reportCompare agents on tickets replied, messages sent, tickets closed, first response, resolution, one-touch and satisfaction, and filter by team or tag.
- Read the SLAs reportSee how often first replies and resolutions met their SLA targets, overall and for each policy, counted in business hours when the policy says so.
- Read the Satisfaction reportSee your average satisfaction score, share of 4 and 5 star ratings, response rate, score distribution, scores by agent and recent customer comments.
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