Is there a BI export?

CSV on the metrics page, and the metrics API.

Does AI change CSAT display?

CSAT is the customer score after resolve. Staff can see if the assistant wrote on the ticket.

Yes. One metrics page on every plan.

/docs/inbox covers the queue and points at metrics.

Features

Support metrics: volume, first reply, CSAT, SLA heat

Helpdesk reporting on Xupport is one page, not a second dashboard. Volume by channel and by day, median first reply, CSAT, SLA due versus breached.

Last updated 2026-10-09.

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Xupport metrics: ticket volume, median first reply, and daily SLA heat. — Heat is per day in the range you pick, plus a weekday roll-up.

What is on the page

Volume, median first reply, CSAT, SLA heat for every day in a window up to 90 days, and a weekday roll-up. Merged tickets are left out. CSV export is on that page. The public API can return the same metrics window.

First reply and SLA

Median first reply is the middle time to the first public agent reply in the window. SLA uses the business hours you set. The heat map is due versus breached per day — not a forecast and not a made-up benchmark.

What you will not find

There is no second home dashboard. There is no time-tracking or billable hours product. CSAT is the 1–5 widget prompt after resolve.

Questions

Common questions

Is there a BI export?: CSV on the metrics page, and the metrics API.
Are merged tickets counted twice?: Merged tickets are left out.
Max window?: 90 days.
Does AI change CSAT display?: CSAT is the customer score after resolve. Staff can see if the assistant wrote on the ticket.
On Starter?: Yes. One metrics page on every plan.
Docs?: /docs/inbox covers the queue and points at metrics.

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Inbox, live chat widget, help center, and form. Public channels pause after five days until the owner subscribes.