Open tickets
165
+18%vs previous period
Support operations
Customer Support Trends
Track ticket volume, SLA pressure, CSAT movement, and the recurring themes driving support load.
SAMPLE DATASET
Trend Controls
View: Last 30 days / All channels / All segments
First response
58m
-4mweighted average
CSAT
69%
-8 ptsresolved tickets
Escalations
50
+24%specialist handoffs
Ticket Volume Trend
Weekly inbound tickets across the selected filters.
Email 43% Live chat 34% Social 14% Phone 9%
Channel Mix
Where tickets entered the queue.
Top Issue Themes
Recurring drivers ranked by the selected focus.
Integration errors
174 ticketsCSAT 65%
SAML setup
116 ticketsCSAT 66%
API reliability
67 ticketsCSAT 72%
Billing confusion
44 ticketsCSAT 76%
Onboarding setup
37 ticketsCSAT 79%
Response Quality
SLA, sentiment, and resolution signals from the filtered view.
SLA hit rate76%Target 92%
Positive sentiment51%From resolved tickets
SLA hit rate76%
Positive sentiment51%
Same-week resolution61%
Active Trend Queue
The issues most likely to shift support load this week.
| Theme | Owner | Tickets | Avg age | CSAT | Risk | Recommended action |
|---|---|---|---|---|---|---|
Integration errors | Platform | 174 | 34h | 65% | critical | Create troubleshooting path for top three connector errors. |
SAML setup | Enterprise | 116 | 37h | 66% | critical | Assign named owner for each SAML ticket over 24 hours. |
API reliability | Platform | 67 | 28h | 72% | elevated | Prepare proactive outreach for affected API accounts. |
Billing confusion | Revenue | 44 | 24h | 76% | elevated | Separate renewal, invoice, and failed payment macros. |
Onboarding setup | Growth | 37 | 18h | 79% | elevated | Add guided starter prompts for first-run activation. |
Password reset | Auth | 30 | 21h | 75% | elevated | Pin account recovery guidance in social replies. |