Understand how many new tickets are created over time, or how many tickets your team closes, has open, or are in pending states.
Ticket Statistics in Agent Reports
See how many message your shared mailboxes receive and how many messages your team sends over time.
Message Level Statistics in Advanced Reports
Data may lag a number of hours for any metrics shown that include the current day. Depending on the volume of activity in your account, you can expect up to six months of historical data. Please contact us if you require a longer reporting window. Otherwise, we recommend periodically exporting your data using the "Export to CSV" feature.
Setting Your Organizations Business Hours
In order to correctly calculate response and busiest times, you should set the business hours and time zone for your organization. You can find this setting at the bottom of your preferences page.