The Overview report shows high-level metrics for your helpdesk.
Opening the Overview report
- Go to Reports in the sidebar
- Click Overview
Overview metrics
- New tickets: Conversations created during the selected period. Excludes imported tickets.
- Resolved tickets: Conversations closed during the selected period.
- First response time: Average time from when a customer opens a conversation to when an agent sends the first reply.
- Resolution time: Average time from the first message to ticket closure.
Productivity metrics
- Average response time: Average time from customer message to agent reply for follow-up responses only. The first reply in a conversation is excluded — that's tracked under First response time.
- Messages sent: Total outbound messages from your team during the period.
- One-touch tickets: Percentage of resolved tickets where an agent sent exactly one reply.
- Zero-touch tickets: Percentage of resolved tickets with no agent replies. Typically AI-resolved or auto-closed tickets.
Business hours
If your inbox has business hours configured, time metrics can be calculated using business hours only. Toggle this in the report settings.
Using the chart
Click any metric to graph it over time. Hover over the chart to see daily values.
If you've set a comparison period, a dashed line shows the previous period's data.
Reading trends
Each metric shows a percentage change compared to your comparison period:
- Green arrow up = improvement
- Red arrow down = decline
Common questions
Why is Average response time different from First response time?
First response time measures how quickly you respond to new conversations. Average response time measures ongoing responsiveness — how fast you reply when customers follow up.
A ticket was replied in 50 minutes, resolved, then reopened and replied in 70 minutes. What's the Average response time?
70 minutes. The first reply (50 minutes) counts toward First response time only. Average response time tracks follow-up replies — in this case, the 70-minute response after the customer reopened the ticket.
Why does Overview use averages while other reports use medians?
Overview gives you a quick pulse check with averages. The Agents, Inboxes, and Teams reports use medians to reduce the impact of outliers when comparing individual performance.