Reporting is another essential element which cannot be missing.
Analyze your data like:
- amount of all tickets
- average customer feedback rating
- how long it takes for agents to first-reply to a new ticket
- what the solve time is in average
- ratio of tickets being reopened
- and more...
You can also use the analytics section for a dashboard full of charts which can serve you as a main dashboard to show the support team their progress and daily ticket solving behavior.