The Inboxes report compares performance across your channels.
Opening the Inboxes report
- Go to Reports in the sidebar
- Click Inboxes
Metrics explained
- Created tickets: Conversations created in this inbox during the period.
- % of created: This inbox's share of total ticket volume.
- Closed tickets: Conversations resolved from this inbox during the period.
- Messages received: Inbound messages from customers in this inbox.
- Messages sent: Outbound messages from agents in this inbox.
- First response time: Median time from customer message to first agent reply for this inbox.
- Average response time: Average time from customer follow-up to agent reply in this inbox. Excludes first responses.
- Resolution time: Median time from first message to ticket closure for this inbox.
Business hours
If an inbox has business hours configured, time metrics can use business hours only. Toggle this in the report settings.
Common questions
Why compare inboxes?
Different channels have different customer expectations. Email customers may accept longer response times than live chat users. Use this report to set realistic targets per channel.
Why are some inboxes missing?
Inboxes with no activity during the selected period won't appear in the report.