Overview
The Support Tab displays support ticket data from your connected support integration. It uses a master-detail layout with summary metrics, a ticket activity heatmap, a searchable ticket list, and a detail panel.Summary Metrics
Four metric cards are displayed at the top:| Metric | Description |
|---|---|
| Total Tickets | All-time ticket count |
| Open Tickets | Tickets with status “open” or “pending” |
| Avg Resolution Time | Average time to resolve tickets |
| Avg 1st Response Time | Average time to first response |
Ticket Activity Heatmap
A calendar heatmap shows ticket creation volume over the past 12 months. Each day is color-coded by ticket count (lighter to darker blue). Hover over a day to see the count, and click to jump to tickets from that date.Ticket List
The left panel displays a searchable list of all tickets, sorted newest first. Search filters tickets by subject, requester name, requester email, status, or ticket number. Each ticket in the list shows:- Subject and status badge - Color-coded: Open (blue), Pending (amber), Solved/Closed (green), Escalated (rose)
- Ticket number and date
- Requester - Avatar with name
Ticket Details
The detail panel shows the full ticket information:Header
- Ticket subject, number, and full date/time
- View button linking to the ticket in your support system (when available)
Status and Priority
- Status badge - Open, Pending, Solved, Closed, or Escalated
- Priority badge - Urgent (rose), High (orange), Normal (blue), Low (gray)
- Channel - How the ticket was submitted (email, chat, phone, web, Slack)
Description
The full ticket description rendered as HTML content.Response Metrics
- First Response time
- Resolution Time
People
- Requester - Name, email, and avatar
- Assignee - Support agent assigned to the ticket
Additional Information
- Tags - Labels attached to the ticket
- Group - Support team group
- Type - Ticket type (question, incident, problem, task)
- Resolved - Relative time since resolution
- CSAT - Customer satisfaction score (0-100)