Read the Overview report
The Overview report shows tickets created, replied and closed, median first response and resolution, one-touch rate, satisfaction and how tickets closed.
Last updated 2 min read
The Overview report answers three questions for any period: how much came in, how fast the team answered and how tickets ended.
Before you start
- Who can do this: everyone.
- Plan: all plans.
Step by step
- Open Analytics and choose Overview ("How much came in, how fast the team answered, and how it closed.").
- Pick a date range, such as Last 7 days, and any filters.
- Read the headline numbers.
- Read Ticket volume (per hour or day), By channel and How tickets closed.
- Press Export CSV for the data.
What happens next
Headline numbers
| Number | Meaning |
|---|---|
| Tickets created | New tickets 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 |
| Messages sent | Replies sent by your team |
| First response (median) | Creation to first team reply, customer-started tickets |
| Resolution (median) | Creation to close, tickets closed in the period |
| One-touch tickets | Closed tickets that needed exactly one reply |
| Satisfaction | Average survey score |
Each number shows the change against the previous period of the same length when the range allows it.
Charts
- Ticket volume: created per hour or day, in your workspace's time zone.
- By channel: email, chat and others.
- How tickets closed: Closed by an agent, Closed by a rule, Auto-closed after no reply, Merged.
A quick health check
Read three numbers together. If Tickets created is steady, First response (median) is falling and One-touch tickets is rising, the team is getting faster and clearer. If created is rising while first response climbs too, you are short-handed at busy times; check Busiest times next.
Tips
- Compare Tickets created and Tickets closed: if created stays higher for weeks, the backlog is growing.
- A rising First response (median) is the earliest warning sign of being short-staffed.
- Improve one-touch with better macros for your top tags.
- Filter by Channel to compare chat and email; customers expect much faster first responses on chat, so read them separately.
Troubleshooting
Satisfaction shows a dash
No ratings were received in the period. See Set up satisfaction surveys.
Numbers look low for today
Today is still in progress. Use Last 7 days for trends.
First response looks very high
A few tickets answered days later can raise it; the median limits that, but a slow week still shows. Check Busiest times for gaps in cover.
Frequently asked questions
What is the difference between tickets created, replied and closed?
Created counts new tickets in the period. Replied counts tickets that got at least one reply from your team in the period. Closed counts tickets whose close falls in the period, so a ticket that reopens and closes again counts again. Together they show whether you are keeping up.
Why does Hushdesk show medians instead of averages?
A few very slow tickets can make an average look much worse than most customers experienced. The median is the middle value, so half the tickets were faster and half slower. It is a fairer picture of a normal day, and reports label it as median.
What does One-touch tickets mean?
The share of closed tickets that needed exactly one reply from your team. A high one-touch rate means many questions are answered completely in one go, usually thanks to good macros. Tickets that needed back-and-forth lower it, so it is a good measure of how clear your answers are.
What does How tickets closed show?
How each ticket in the period was closed. Closed by an agent, closed by a rule, auto-closed after no reply and merged into another ticket. A large share closed after no reply suggests customers often go quiet, which may be fine or may mean replies need to ask clearer questions.
Which tickets count toward first response time?
Customer-started tickets whose first reply from your team happened in the period, measured from when the ticket was created to that first reply. Tickets your team started with New ticket do not count, because the customer did not wait for you.
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Related articles
- Analytics metric glossaryPlain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
- 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.
- 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.
- 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.