> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Check How Your Support Is Doing

> See how many tickets came in and were resolved, how fast your team answers, how often you miss your targets, and what customers rated you

**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.

## 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](https://mintcdn.com/locusdigital/4Ow4KORkeuBlduv9/images/how-tos/helpdesk/sr-01-numbers-closeup.webp?fit=max\&auto=format\&n=4Ow4KORkeuBlduv9\&q=85\&s=4c90dcf129be614a23910a332474dd09)

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.

## 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](https://mintcdn.com/locusdigital/4Ow4KORkeuBlduv9/images/how-tos/helpdesk/sr-02-volume-closeup.webp?fit=max\&auto=format\&n=4Ow4KORkeuBlduv9\&q=85\&s=297faa16998553b32664978ff0b4dd62)

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.

## 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](https://mintcdn.com/locusdigital/4Ow4KORkeuBlduv9/images/how-tos/helpdesk/sr-03-ratings-closeup.webp?fit=max\&auto=format\&n=4Ow4KORkeuBlduv9\&q=85\&s=be5c4303416360436c3e46bc3559cc35)

A customer's rating

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

## Good to know

* **Ratings in detail**: see [See How Customers Rated Your Help](https://docs.hiveku.com/how-tos/helpdesk/customer-ratings.md).
* **Let the assistant answer more** so fewer conversations wait for a person: see [Teach Your Website Assistant](https://docs.hiveku.com/how-tos/site-builder/teach-your-website-assistant.md).


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