Customer Support
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Freshdesk ticket volume, response times, agent performance and customer insights.
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Support metrics will appear once the Freshdesk API is configured and the first sync completes.
Setup checklist:
- Generate a Freshdesk API key from
Admin → Profile Settings - Set
FRESHDESK_API_KEYandFRESHDESK_DOMAINin worker env - Add
freshdesktoENABLED_SOURCES - Trigger manual sync:
/api/sync-source?source=freshdesk
Support Freshdesk
— Open Ticketsi
— Total Tickets in period
— Resolved
— Avg First Responsei
— Avg Resolutioni
— SLA Breach Rate
Ticket Volume
Status Breakdown
Priority Breakdown
Ticket Sources
Agent Performance
| Agent | Tickets | Avg First Responsei | Avg Resolutioni | SLA Breachesi |
|---|
At-Risk Subscribers
Active subscribers with 2+ tickets in last 30 days
| Customer | Tickets | Plan | Status | Last Theme | Sentiment |
|---|
Ticket Themes
Cancellation Reasons
Support → Churn Pipeline
Percentage of support requesters who cancel within X days