Overview
The Support Tab displays support data from your support integration, showing ticket history, resolution times, and customer satisfaction metrics.Key Metrics
At the top of the Support Tab, view:- Open Tickets - Current open count by priority
- Avg Response Time - Time to first response vs SLA target
- Avg Resolution Time - Days to close by priority
- Customer Satisfaction - Average CSAT rating and trend
- Ticket Volume - Tickets this month vs last month
- Support Health - Composite score (0-100)
Support Health Indicators
- Healthy - Low ticket volume, fast resolution, high CSAT (>4.5/5), no escalations
- Moderate - Moderate volume, occasional SLA misses, average CSAT (3.5-4.5/5)
- Poor - High volume, frequent SLA breaches, low CSAT (below 3.5/5), escalations
Ticket List
Browse all support tickets for this customer:| Column | Description |
|---|---|
| Ticket ID | Unique ticket number (clickable) |
| Status | Open, In Progress, Pending, Resolved, Closed |
| Priority | Critical, High, Medium, Low |
| Subject | Ticket title/summary |
| Category | Bug, Question, Feature Request, etc. |
| Created | Ticket creation date |
| Last Updated | Most recent activity |
| Assignee | Support agent assigned |
| CSAT | Customer satisfaction rating |
Filtering Tickets
Filter by:- Status (Open, In Progress, Pending, Resolved, Closed)
- Priority (Critical, High, Medium, Low)
- Category (Bug, Question, Feature Request, etc.)
- Date range
- Assignee
Ticket Details
Click any ticket to view:- Ticket Overview - ID, status, priority, category, dates, assignee
- Issue Description - Customer’s reported issue and attachments
- Conversation Thread - All messages and internal notes
- Resolution Details - Solution provided and root cause
- SLA Tracking - Response and resolution SLA compliance
Support Analytics
Ticket Volume Trends
- Time series showing ticket creation over time
- Volume by category (bugs vs questions vs feature requests)
- Volume by priority
Resolution Performance
- Resolution time trends by priority
- First contact resolution rate
- Reopened ticket rate
- Ticket aging distribution
Customer Satisfaction
- CSAT score trend over time
- CSAT by ticket category
- Customer feedback comments
Escalations
Escalated tickets are flagged and monitored:- Escalation level (L2, L3, Engineering, Management)
- Escalation reason
- Resolution timeline
- Escalation history for this customer