Ticket Analytics
Premium feature
The detailed ticket analytics require Invite Tracker Premium. Free servers only see the basic ticket counts and a locked preview of the detailed metrics.
The Ticket Analytics page turns your ticket history into a performance dashboard for your support team: how many tickets you handle, how fast members get help, who does the work, and how satisfied members are with the support they received.
How It Works
Invite Tracker computes the metrics from the tickets you already have, plus post-close satisfaction ratings:
- Overview stats: Opened, Closed, Open now, First reply, Resolution and CSAT
- A Ticket Volume chart showing tickets opened and closed over time
- Satisfaction: the average 1 to 5 rating members give after their ticket closes
- Response Times: median and average first reply and resolution times, plus escalations
- A Staff Performance leaderboard
- A breakdown By Template and By Panel
INFO
First reply times are only recorded for tickets opened after the feature was released, so older tickets have no first reply data. Satisfaction ratings start coming in once you enable the survey in a template.
TIP
Metrics refresh every few minutes. If you just closed a wave of tickets, give the page a moment before expecting it to show up.
Time Ranges
Use the range selector at the top of the page to switch between 7D, 30D, 90D, 1Y and All. The page opens on the last 30 days.
WARNING
Free servers see the total counts (opened, closed and currently open) for the 7D and 30D ranges. The detailed metrics (chart, response times, satisfaction, staff performance and breakdowns) are a Premium feature and show a locked preview on free servers.
Premium servers also unlock the 90D, 1Y and All ranges.
TIP
Ticket history is not removed when your server is on the free plan, so if you upgrade to Premium later, the analytics immediately cover everything that happened before.
Satisfaction (CSAT)
Satisfaction ratings are collected with a small survey that the bot sends to the ticket opener via DM when their ticket is closed:
- Open Ticket Templates and select a template
- In the Messages tab, enable the Satisfaction survey
- From then on, the opener receives a DM with 1 to 5 star buttons after each ticket closes
Each ticket can be rated once, only by the member who opened it. The Satisfaction card shows the average score, the rating distribution, the number of ratings and the response rate (ratings compared to closed tickets).
WARNING
The satisfaction survey is a Premium feature. Members who have server DMs disabled cannot receive the survey.
Response Times
- First reply: the time between the ticket being opened and the first message from a staff member. Messages from the opener never count, even if the opener has a support role.
- Resolution: the time between the ticket being opened and it being closed.
- Escalations: how many tickets were escalated to another template during the period, and what share of opened tickets that is.
Both response metrics show the median as the headline number, so a single ticket that stayed open over a weekend won't distort it. The average is shown next to it.
Staff Performance
The leaderboard shows who handles your tickets. A ticket is credited to the staff member who claimed it. Tickets that were never claimed are credited to whoever closed them.
For each staff member you can see:
- Tickets: tickets they handled during the period
- Claimed: how many of those they claimed
- Avg time: the average resolution time of their tickets
- CSAT: the average rating members gave their tickets
The leaderboard lists the 15 staff members who handled the most tickets.
INFO
Staff members are shown by their Discord username. If an account cannot be looked up (for example a deleted account), it is shown as Unknown user.
By Template and By Panel
The breakdown cards show tickets opened and closed, plus the average resolution time (Avg time), for your top 10 ticket templates and panels. Use them to spot which categories generate the most work, and which ones are slower than the rest.