3.7. Analytics
Analytics turns ticket activity into a service-performance report. It combines demand, responsiveness, resolution, customer ratings, staff throughput, and SLA compliance in one Premium workspace.
Premium feature
Analytics requires active Premium, Vote access, or Whitelabel and full dashboard-administrator access. The locked preview explains what is available without exposing server report data.
Report Range and Comparisons
Choose 7D, 30D, or 90D in the page header. Ticket and SLA trend charts, category mix, ratings, staff throughput, and KPI cards all use that selected range. Change badges compare the range with the immediately preceding period of the same length—for example, the latest 30 days versus the 30 days before them.
The Refresh button reloads the report. Changing the range recalculates the report from the activity in that full period rather than estimating it from the range you viewed previously.
Key Performance Cards
| Metric | Definition |
|---|---|
| Ticket demand | Tickets created during the selected range, with percentage change from the previous matching period. |
| First response | Average time from ticket creation to the first recorded staff response for tickets that received one. A lower change is an improvement. |
| Resolution rate | Percentage of tickets created in the range that are now closed. The comparison is shown in percentage points. |
| SLA compliance | Satisfied timed checks divided by all satisfied or breached timed checks completed in the range. Low-rating events are alerts, not timed checks, and are excluded. |
Demand and Responsiveness
The main chart overlays daily ticket volume with daily average first-response time. Hover anywhere along a date column to inspect its values. A missing response value means no qualifying response was recorded that day; it is not plotted as a zero-minute response. Peak demand is the UTC hour in which the most tickets were opened during the selected range.
SLA Posture
This card summarizes satisfied checks, breached checks, unresolved alerts, and the most common timed breach triggers. If no SLA rules are enabled, it links directly to rule configuration instead of displaying misleading empty percentages.
The compliance trend charts daily compliance across the selected range. Rule-level performance then shows each measured rule's completed checks, breaches, and compliance rate so you can identify which commitment needs work.
Learn how SLA rules and alerts workDemand Mix
Tickets by Category groups tickets created in the selected range by their saved panel category name. The report shows the eight busiest categories; tickets without a category are grouped as Uncategorized.
Ratings and Resolution
Customer Signal shows the average rating, distribution from one to five stars, number of rated tickets, and average resolution time. Average resolution time measures ticket creation to closure for closed tickets created in the selected range. Tickets without a rating do not lower the rating average.
Team Throughput
Most Active Staff ranks up to five Discord users by how many tickets created in the selected range were claimed by them. It is based on claimed tickets, not raw message count. Discord IDs remain visible when a username is unavailable so you can still identify the account.
Current Workload
Active Ticket Queue is a live snapshot of the server's current open, claimed, and closed tickets. Unlike the historical charts, this card is not limited to 7, 30, or 90 days. The all-time ticket figure uses the server's ticket counter, matching TicketBot ticket numbering.
User Deep-Dive
Enter a 17–20 digit Discord user ID and choose Analyze user. TicketBot classifies the result as staff when the user has responded to tickets they did not open; otherwise it displays customer ticket history.
Staff result
Total tickets answered, activity over the last 30 days, average response time, and average rating.
Customer result
Total tickets opened, activity over the last 30 days, number closed, and average ticket duration.
Complete Historical Data
Archiving an older closed ticket does not remove it from Analytics. If it belongs within the selected 7, 30, or 90-day period, it remains part of the report, so totals do not unexpectedly fall as older tickets are archived.
Why a value can be empty
A dash or No data means there was not enough activity in the selected period to calculate that value. For example, response time needs at least one staff response, rating needs at least one rated ticket, and SLA compliance needs at least one completed or missed deadline. TicketBot does not show zero when that could incorrectly suggest an instant response or perfect result.