Ticket, Sales and Broadcast Reports
The Tickets, Sales and Broadcasts tabs in Reports show how your support, sales and marketing work is going. The Tickets report tracks ticket volume, backlog and SLA compliance, and who solves what. The Sales report shows the value you won, your win rate, your open pipeline and forecast, and why deals are lost. The Broadcasts report compares delivery, reads, replies and cost across your broadcasts.
Before you begin
- You need the See reports permission. See Reports overview.
- Tickets appears when you can see tickets (all plans).
- Sales appears on the Growth and Scale plans when you can see deals.
- Broadcasts appears on the Growth and Scale plans.
All three use the date range and comparison period at the top of the page.
Tickets report
Go to Reports and select Tickets. The report covers tickets created in the selected range.
Reports › Tickets
The "Created vs solved" card with Created, Solved, Open now, First response SLA and Resolution SLA (each SLA with "Average …"), the daily created vs solved chart, and below it the By priority, By type and By channel lists.
File: screenshots/ticket-sales-and-broadcast-reports-tickets.png
Created vs solved
| Figure | What it means |
|---|---|
| Created | Tickets created in the period. |
| Solved | How many of those have been solved or closed. |
| Open now | All unsolved tickets right now, whatever the period. |
| First response SLA | The share of tickets that got their first reply within the SLA target, with the average first response time. |
| Resolution SLA | The share of tickets solved within the SLA target, with the average resolution time. |
SLA figures only count tickets that have an SLA target and whose result is known (answered or solved, or already past the due time). See SLA policies.
Breakdowns
- By priority, By type and By channel (where tickets came from: conversation, support form, email or created by team).
- By agent: for each assignee, Tickets, Solved, average First response and Resolution, and Breached (tickets that missed a target). Tickets nobody owns show as Unassigned.
- Top clients: the companies with the most tickets, with how many breached.
Click any row or bar to drill down, with a link to Open tickets.
Sales report
Go to Reports and select Sales. If you have more than one pipeline, pick one from the pipeline menu.
Reports › Sales
The Sales card with Won ("… deals won"), Win rate ("… won · … lost"), Open pipeline ("Forecast …") and Time to win, the Won value chart, the "Open deals by stage" list with counts and probabilities, the "Why deals are lost" card and the By owner table.
File: screenshots/ticket-sales-and-broadcast-reports-sales.png
| Figure | What it means |
|---|---|
| Won | The value of deals won in the period, and how many. |
| Win rate | Deals won as a share of deals won or lost in the period. |
| Open pipeline | The value of all open deals now, with the weighted Forecast (value × stage probability). |
| Time to win | The average number of days from creating a deal to winning it. Below it: the average won deal value, or the number of new deals. |
Charts and tables
- Won value: won value over time (by day for shorter ranges, by month for longer ones). The chart uses the pipeline's currency; deals in other currencies are counted in the totals only.
- Open deals by stage: how many open deals sit in each stage, with each stage's probability, and how many open deals are past their expected close date.
- Why deals are lost: the lost reasons entered when deals were marked as lost.
- By owner: for each owner, Open deals, Open pipeline, Won deals, Won value and Lost deals.
If there are no deals yet, you see No sales yet and Open the deals board. See Deals.
Broadcasts report
Go to Reports and select Broadcasts to compare all broadcasts that sent messages in the period.
Reports › Broadcasts
The "Broadcast results" card with Sent ("… broadcasts"), Delivered ("… failed"), Read and Replied rates, and the table of broadcasts with the columns Broadcast, Sent, Delivered, Read, Replied and Est. cost.
File: screenshots/ticket-sales-and-broadcast-reports-broadcasts.png
- Sent: messages sent, and how many broadcasts sent them.
- Delivered: messages delivered, with the number that failed.
- Read and Replied: the share of delivered messages that were read, and that got a reply.
- The table lists each broadcast with Sent, Delivered, Read, Replied and Est. cost.
Click a broadcast for its details, or open it for the full per-broadcast report. See Broadcast reports.
FAQ and troubleshooting
Why is the Tickets tab missing?
Your role needs permission to see tickets. Ask an admin to check Settings › Roles.
Why don't Solved and Created match the daily chart?
The figures count tickets created in the period and whether they're solved now. The daily chart shows tickets created and tickets solved on each day, including tickets created earlier.
The Sales report shows only one pipeline
Each pipeline is reported separately. Switch with the pipeline menu at the top of the report.
Why is the cost an estimate?
Broadcast costs are calculated from the messaging price for each message sent. The final amount appears on your bill. See Plans and billing.