Overview

Insights in Plain give you a clear view of your support workload – helping you understand trends, identify improvement areas, and operate with confidence.

It’s built to help you go beyond just “how many tickets” and answer deeper questions about performance, efficiency, and customer experience, such as:

• Are we prioritizing support requests correctly?

• What product areas are creating most of our support volume?

• What companies are we speaking with most?

• Are we becoming more efficient over time?

• How are we performing against SLAs?

• What bottlenecks or gaps can we unblock in our workflow?

Key metrics

With Insights you have visibility into the following core metrics – and more:

• Support volume – The number of threads in your queue over time

• First response time – How quickly customers receive their first reply

• Resolution time – How long it takes to fully resolve a request

• Customer waiting time – How long customers are waiting between replies

Each metric includes:

• Median and 90th percentile values

• Time ranges: Today, Last 7 days, Last 28 days

• Trends: See whether metrics are moving up or down

• Breakdown by Company, Tier, Label, and more

Inline reporting, everywhere

Hover over any Company, Group, Label, or Tier anywhere in Plain to see recent support volume at a glance.