Measure channel performance: SocialUpdated 43 minutes ago
Who can use this feature?
The Social tab measures the tickets that come from your connected Facebook, Instagram, and X accounts — direct messages, comments, mentions, and ad comments. Because social covers so many distinct surfaces, this tab gives you a sub-channel breakdown so you can tell a busy comment section apart from a slow DM inbox.
Open the Social tab
Social is the third tab of the Channels report.
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate Helpdesk performance, then click Channels.
- At the top of the page, click the Social tab.
Read the metric cards
Each card shows the value for your date range, a badge comparing it to the previous period of equal length, and a small chart over time. Click a card's value to open a drill-down listing the tickets behind it.
Social tickets created is your volume metric.
The speed metrics are Resolution time, the median 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 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.
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
Social ticket status and performance metrics is the breakdown chart. Its measures are a Social ticket status Sankey showing how created social tickets flowed into inbound and outbound and then into open, reopened, closed, deleted and trashed, or spam; plus Social tickets created, Resolution time, First response time, Messages per ticket, Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Median response time, and Ticket handle time, which you can compare By sub-channel or By store.
Social performance metrics over time plots the same measures plus 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 social work. Sub-channel separates each social surface, which is where most of the useful insight on this tab lives — a comment stream and a DM inbox behave nothing alike. Store compares your connected stores. SLAs breaks compliance down by SLA policy.
The Agent, Sub-channel, and Store tables open with a wide default column set: Social 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, One touch tickets, and Zero touch tickets. The SLAs table opens with Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs.
Change the columns in a table
- In the Performance breakdown section, click the button for the breakdown you want.
- Click Edit table.
- Clear the columns you don't need and select the ones you do.
- 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.
Click Add Filter to narrow by Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, or any Auto-QA score. Filtering by Integration is how you isolate a single connected social account when you run more than one.
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
Why is there no Average CSAT card on this tab?
Social doesn't carry a satisfaction card. To see how social tickets were rated, open the CSAT tab of the Overview report and use the By channel breakdown on its charts.
Do comments and mentions count as tickets?
Yes. Comments, mentions, and ad comments each create tickets and are counted in Social tickets created alongside direct messages. The Sub-channel breakdown is what separates them.
Why are so many columns turned on in the breakdown tables?
The social tables ship with a wide default column set. Click Edit table, clear the columns you don't track, and click Save to make the narrower view your default.
