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.