Tickets Performance: Support Team Performance
See how the support team is doing by day, week or month: total tickets, resolution rate, first response and resolution times, CSAT, a per-agent volume chart and a sortable agent table.
The ticket list tells you what is open right now; the Performance page tells you how the team actually did. It rolls every ticket in the chosen period up into team totals first, then breaks the same numbers down per agent — so a team lead can spot an overloaded colleague, a slowing response time, or a pile of tickets nobody owns, before customers feel it.
Step 1: Open the page and pick a period#
- Go to Tickets → Performance (/tickets/performance). The page opens on the Week view by default.
- Use the Day / Week / Month switch at the top right to change the period. Every number on the page — summary cards, chart and table — recalculates for that period.
- If the page shows “No tickets in this period”, there is simply nothing to report yet — widen the period to Week or Month, or check the ticket list first.
That period switch is the whole control panel of this page — there are no other filters to set. Day suits a stand-up check (“how did yesterday go?”), Week suits the team review, and Month suits spotting trends such as response times creeping up.
Step 2: Read the six summary cards#
- Tickets: total tickets in the period — the workload that came in.
- Resolution rate: the share of those tickets that were resolved, in percent.
- Avg first response: how long customers waited, on average, for the first reply, in hours.
- Avg resolution time: how long a ticket took, on average, from creation to resolution, in hours.
- CSAT: the average satisfaction score out of 5, from the surveys merchants answer after a ticket is resolved or closed.
- Agent: how many agents handled tickets in the period — including whether work is spread across the team or piled on one person.
The CSAT card here is the team-level view of the same surveys described in the CSAT article: one rating per ticket, collected automatically. For the last-30-days score distribution, see also the CSAT card on Tickets → Dashboard (/tickets/dashboard).
Step 3: Compare agents in the volume chart#
Under the cards, “Ticket volume by agent” draws one horizontal bar per agent, longest first in effect: the bar length is that agent’s ticket count in the period, with the exact number at the right end. It answers one question at a glance — is the load shared fairly?
- A much longer bar than everyone else’s usually means that agent is the default landing spot — check the assignment rules and round-robin setup on the assignment page, not just the person.
- An “Unassigned” bar means tickets in the period had no agent at all. Any height on that bar is work to fix: open Tickets → List (/tickets/list), filter to unassigned tickets and hand them out.
Step 4: Work the agent details table#
- The “Agent details” table lists one row per agent (plus the Unassigned row) with: tickets, resolved, resolution rate, avg first response, avg resolution time, and CSAT shown as “score / 5 (number of ratings)”.
- Click a column header to sort by it — the table starts sorted by tickets, most first. Sorting by avg first response or CSAT quickly surfaces who needs coaching or a lighter queue.
- Read CSAT together with its count in brackets: a 5.0 from 2 ratings is a good start, not proof; a 4.2 from 80 ratings is a solid, trustworthy score.
- A dash (—) in a time or CSAT column means there is no data to average yet for that agent in this period — for example, no ticket reached a first reply, or nobody rated their tickets.
Docklify features used in this article#
- Agent Performance page with Day / Week / Month periods — Tickets → Performance (/tickets/performance)
- Ticket list, including the unassigned view for handing out ownerless tickets — Tickets → List (/tickets/list)
- CSAT surveys and the dashboard CSAT card — Tickets → Dashboard (/tickets/dashboard)
- Auto-assignment rules and round-robin — see the “Assignment & AI triage” article in Tickets