The Support page allows you to view all the support tickets created for this account and track the trends of key support metrics. Support tickets can either be auto-synced from your choice of 3rd party systems such as Zendesk, Freshdesk etc., or created manually via the "Add Support Ticket" button on the top right.
The summary section contains a sortable list of tickets created for this account. Click on the ticket subject to review and edit the ticket detail. Click on the ticket id to open the ticket in your integrated support ticket system.
The trends section contains the below key support metrics chart summarized for this account:
- Shows the average number of open days for the tickets that were open and closed in each month. Open days for an "Open" ticket is calculated as the number of days since the ticket creation date. Open days for a “Closed” ticket is calculated as the number of days between the ticket creation and close dates.
- Shows the number of open tickets by priority for each month over the last year.
- Shows the number of open tickets by type for each month over the last year.