Measure channel performance: EmailUpdated an hour ago
Who can use this feature?
The Email tab measures everything that arrives through your email addresses and contact forms, isolated from your other channels. Use it to see how email is performing on its own terms — response and resolution speed, workload, SLA compliance, and satisfaction — and to compare your inboxes, agents, and stores against each other.
Open the Email tab
Email is the first tab of the Channels report, so it's what loads by default.
- From your helpdesk, select Analytics in the product switcher at the top of the left sidebar.
- In the Analytics sidebar, click Helpdesk performance to expand the section.
- Click Channels.
- At the top of the page, make sure the Email tab is selected.
Read the metric cards
Each card shows the value for your date range, a badge comparing it to the previous period of the same length, and a small chart over time. Click a card's value to open a drill-down listing the tickets behind it.
Email tickets created and Average CSAT are the headline pair — volume in, and how customers rated the result.
The speed metrics are Resolution time, the median time from the customer's first message to the ticket's latest close; First response time, the median time to the first human-agent reply; Median response time, the median across every customer-to-agent exchange rather than just the first; and Human response time after AI handoff, the median time from the AI Agent's last message to the first human reply.
The workload metrics are Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Messages per ticket, and Ticket handle time, plus One touch tickets and Zero touch tickets for tickets closed with exactly one reply or none at all.
The SLA metrics are Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs.
To change which cards appear, click Edit metrics above them, toggle the metrics you want, and drag them into order.
Use the charts
Email ticket status and performance metrics is the breakdown chart. Its default measure is an Email ticket status Sankey showing how created email tickets flowed into inbound and outbound, then into open, reopened, closed, deleted and trashed, or spam. Switch the measure to Resolution time, First response time, Messages per ticket, Messages received, Messages sent, Median response time, or Ticket handle time to compare them By store.
Email performance metrics over time plots Email tickets created, Resolution time, First response time, Messages per ticket, Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Median response time, Ticket handle time, Achievement rate, and a combined Achieved and breached tickets view. Split it Overall, By sub-channel, By SLA policy, By store, or By SLA status.
Compare performance in the breakdown table
The Performance breakdown section holds four tables. Use the buttons above the table to switch between them.
Agent compares each agent on email work. Sub-channel separates email from contact form traffic, which is the fastest way to tell whether a slowdown is in your inbox or in your website form. Store compares your connected stores. SLAs breaks compliance down by SLA policy.
The Agent, Sub-channel, and Store tables open with Email tickets created, Average CSAT, Resolution time, and First response time. The SLAs table opens with Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs. Every other email metric is available as a column.
Change the columns in a table
- In the Performance breakdown section, click the button for the breakdown you want.
- Click Edit table.
- Select the columns you want and clear the ones you don't.
- Click Save to keep that column set as your default.
Filter the report
Date and Aggregation are always visible. The date range can span up to 365 days, and the aggregation options adjust to it.
Click Add Filter to narrow by Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, or any Auto-QA score. The Integration filter is the one to use when you run several support addresses and need to compare them.
Save a combination with Save Filters and reapply it from Apply Saved Filter.
Export the data
Use Export at the top right of the report to download the tab as CSV or PDF. Individual charts and tables have their own Export as CSV action in the three-dot menu, which also offers Add to dashboard.
From a drill-down panel, Export gives you the ticket list: Export metadata only for up to 2.5 years of data, or Export with message content for full ticket bodies, limited to one month. We email you a download link once the file is ready. Only leads and admins can export from a drill-down.
FAQ
Does this tab include contact form tickets?
Yes. The Email tab covers both email and contact form tickets. Use the Sub-channel breakdown table or the By sub-channel view of the over-time chart to separate them.
Why is First response time higher here than on the Overview tab?
Because the Overview tab averages every channel together, and faster channels like chat pull that median down. Email almost always shows a longer first response time than your account-wide figure.
Why is there no Channel filter on this tab?
The tab is already scoped to email and contact form traffic, so a channel filter would have nothing to narrow. To compare channels against each other, use the Channel breakdown table on the Overview report.
