Question 1

What do the Statistics tabs show?

Accepted Answer

Overview is the landing tab with the key cards from everywhere else. Trends shows ticket volume created versus resolved, breakdowns by channel, priority, status, tag and language, and a heatmap of when tickets arrive. Response times covers average, median and 90th-percentile first reply, where tickets spend their time, and replies needed to resolve. SLA shows live deadline states plus how often targets were met. Team shows per-group and per-user tables including a "Deskhero AI" row. AI & automation shows how much the AI is handling: auto-answered share, auto-replies, chat-bot outcomes and suggested replies. Channels shows the source mix, per-mailbox volumes, ticket languages and top requesters. Topics stats shows what customers are asking about with FAQ coverage per topic, and Topics cluster is the interactive theme map of your whole ticket history.

Question 2

What time ranges can Statistics show?

Accepted Answer

You can choose Today, This week, Last 4 weeks, Last 12 weeks (the default), Last 12 months, or a custom from/to range. Every KPI tile compares against the previous equivalent period; you can switch that off via "Compare with previous period" in the "..." menu. You can also narrow everything to one or more groups, and the SLA tab adds a filter for specific SLA policies. The one exception is the Topics cluster tab, which is rebuilt weekly from your whole history and is not affected by the date range.

Question 3

Can I export Statistics to Excel?

Accepted Answer

Yes. Open the "..." menu at the right end of the filter row and choose "Export to Excel". The export contains the active tab's tables for exactly the time range and group filter you currently have applied. The Topics cluster tab (the interactive theme map) cannot be exported.

Question 4

Can I share a specific Statistics view with a teammate?

Accepted Answer

Yes. The selected tab, time range, group filter, SLA policy filter and comparison setting are all part of the page URL, so you can copy the address from your browser and send it to a colleague. It opens exactly the view you were looking at. Note that numbers are scoped to the groups each user has access to, so a teammate with different group access may see different totals.

Question 5

Who can see the Statistics section?

Accepted Answer

Every user in the workspace, on every plan. It is not limited to owners and admins. Each user's numbers are scoped to the groups they have access to, so two colleagues can legitimately see different totals for the same filter.

Question 6

Why does the SLA percentage in Statistics not match the number of breached tickets?

Accepted Answer

Because they measure two different things. The "SLA right now" numbers are a live snapshot of open deadlines at this instant, how many tickets are currently breached, due within 1 hour, due within 24 hours, or paused, regardless of the selected date range. The attainment percentages ("met on time") are verdicts on finished clocks, measured by ticket creation date over the selected period. An open, breached ticket has no verdict yet, so it appears in the live count but not in the percentages.

Statistics

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