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Open Analytics → Ticket Stats to inspect tickets created in the selected window. The table includes:
  • ticket ID and customer
  • current status
  • tags and assignees
  • first AI reply time
  • first human reply time
  • resolution time
  • closing CSAT score
Select a ticket or customer to open the conversation in Inbox. Timing starts when the ticket is created. A dash means the event has not happened or no value was recorded. Use this table to investigate changes in deflection, backlog, response time, or satisfaction. Select Load more to continue through the window.