Support operations

Ticket volume, response and resolution times, and CSAT

Total tickets

420

Median first response (min)

102

Median resolution (hours)

27.3

Average CSAT

3.57

Weekly ticket volume by priority

Export

Query · 52 rows · refreshed 10:22 UTC

SELECT date_trunc('week', created_at) AS week, priority, COUNT(*) AS tickets FROM tickets GROUP BY 1, 2 ORDER BY 1, 2

Data table (first 25 rows)

week	priority	tickets
2026-06-29T00:00:00.000Z	high	6
2026-06-29T00:00:00.000Z	low	18
2026-06-29T00:00:00.000Z	normal	9
2026-06-29T00:00:00.000Z	urgent	1
2026-07-06T00:00:00.000Z	high	6
2026-07-06T00:00:00.000Z	low	18
2026-07-06T00:00:00.000Z	normal	6
2026-07-13T00:00:00.000Z	high	4
2026-07-13T00:00:00.000Z	low	15
2026-07-13T00:00:00.000Z	normal	5
2026-07-13T00:00:00.000Z	urgent	4
2026-07-20T00:00:00.000Z	high	3
2026-07-20T00:00:00.000Z	low	18
2026-07-20T00:00:00.000Z	normal	9
2026-07-20T00:00:00.000Z	urgent	2
2026-07-27T00:00:00.000Z	high	5
2026-07-27T00:00:00.000Z	low	16
2026-07-27T00:00:00.000Z	normal	6
2026-08-03T00:00:00.000Z	high	7
2026-08-03T00:00:00.000Z	low	16
2026-08-03T00:00:00.000Z	normal	6
2026-08-10T00:00:00.000Z	high	3
2026-08-10T00:00:00.000Z	low	17
2026-08-10T00:00:00.000Z	normal	9
2026-08-10T00:00:00.000Z	urgent	5

Median resolution hours by team

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Query · 3 rows · refreshed 10:22 UTC

SELECT team, MEDIAN(resolved_hours) AS median_hours FROM tickets GROUP BY 1 ORDER BY 2 DESC

Data table (first 3 rows)

team	median_hours
account	29.2
billing	27.3
technical	25.95

CSAT distribution

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Query · 5 rows · refreshed 10:22 UTC

SELECT csat, COUNT(*) AS tickets FROM tickets WHERE csat IS NOT NULL GROUP BY 1 ORDER BY 1

Data table (first 5 rows)

csat	tickets
1	6
2	53
3	128
4	163
5	70

Median first response by channel

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Query · 4 rows · refreshed 10:22 UTC

SELECT channel, MEDIAN(first_response_min) AS median_minutes FROM tickets GROUP BY 1 ORDER BY 2 DESC

Data table (first 4 rows)

channel	median_minutes
email	118
phone	103
chat	101
web	90