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Basic support metrics & analytics

Reports

Our team really wants to pull our support and feedback platforms all together into Featurebase. However, our current dedicated chat platform has some bells and whistles that really help our Support Team and they are hesitant to move away from those. Here are some of the metrics that they currently have:

Median First Response Time
Median Resolution Time
Number of conversations per day (able to show volume trending up or down)
Busiest time for messages received
Metrics of conversations by teammate who resolved them (leaderboard showing most productive support team members)

Are any of these metrics able to be added to Featurebase? They help our Support Team measure their success through trackable outcomes.

Posted by Edith Henry ·
Status: Completed5 comments

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Comments5

  • Robi Rohumaa changed status to Completed
    Team•

    Jun 15, 2025

    Pinned

    Hey @Edith Henry!

    Great news, this is now live!

    You can find all these analytics from the "Analytics" button on the left side of your inbox:

    Data has been ingested starting from 12h ago.

    • Edith Henry

      •

      Jun 16, 2025

      Fantastic! Thanks for your work on this and I can’t wait to show our team!

  • Bruno H changed status to Next
    Team•

    Jun 3, 2025

    Pinned

    Thanks so much for sharing this, Edith! You’re definitely not alone, metrics like these are high on our list and we’re actively working to add basic stats for the support module.

    The plan is to get the first version live this month!

  • Edith Henry

    •

    Jun 3, 2025

    That’s fantastic turnaround time! I’ll look forward to testing out the new functionality as it is released. Our Support Team will be happy not to lose some of these key metrics.

    • Bruno H

      Team•

      Jun 3, 2025

      Completely understand! I’ll keep you posted here as soon as there are updates. Thanks again for the feedback, and feel free to ping me about anything else :)