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Reports shows how your support is going: how many conversations came in, how quickly your team answered and resolved them, and what customers thought. This guide reads Northwind’s support over the last 30 days.

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Open Reports

Click Helpdesk in the left rail, then Reports at the top. Pick 7d, 30d or 90d at the top right for the period to cover.
Reports with 7d, 30d chosen, and 90d, outlined; Open right now 3, 17 opened in the last 30 days; Resolved 2; First response (median) 6m, p90 11m; Resolution (median) 12.4h; SLA breach rate 61.8%, lower is better, outlined; Rated great 100.0%, 1 rating; and AI deflection 0.0%, resolved without human

Northwind's last 30 days

  • Open right now: conversations still waiting, and how many came in during the period.
  • First response and Resolution: how long customers usually waited for a first answer and for the end of the conversation. p90 is how long the slowest one in ten waited.
  • SLA breach rate: the share of conversations that missed your response time targets. Lower is better. Set the targets in Routing, SLA.
  • Rated great: the share of customer ratings that were Great.
  • AI deflection: the share your website assistant resolved on its own, without a person.

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See when tickets came in

Volume plots, day by day, how many conversations were opened and resolved. A peak shows a busy day; a gap between the two lines shows a backlog building up.
Volume: opened and resolved, daily counts from Sep 23 to Oct 22: a peak of 12 opened around Oct 13, and a few opened and resolved around Oct 20 to 22

Opened and resolved, day by day

Under it, Status mix, Channels and Priority mix break the same conversations down by status now, by where they came from (chat, voice, text) and by priority.

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Read what customers said

What customers said lists each rating, newest first, with any comment. Click View ticket to open the conversation it came from.
What customers said: Great, No written feedback, 10/21/2026, 10:27:21 PM, with View ticket

A customer's rating

Top agents, at the bottom, lists who on your team resolved the most conversations, and how they were rated.

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