Support volume
Support volume shows how much work is coming into your workspace and whether that load is growing or shrinking. The metrics below count threads and status transitions, not messages.
Metrics
Metric | What it measures |
|---|---|
Threads in Todo | Running count of threads waiting for a reply. Plain adds 1 each time a thread enters Todo and subtracts 1 each time it leaves (to Done, Snoozed, or Ignored). The chart shows how that total changed over the selected period. |
New threads created | Count of new threads opened in the selected period, grouped by day or hour. |
Threads reopened | Count of status transitions where a thread moved back to Todo from Done or Snoozed. A thread that bounces back multiple times is counted each time. |
Threads moved to Done | Count of status transitions where a thread moved to Done. A thread re-opened and closed again is counted each time it transitions to Done. |
None of these metrics include threads created by a Plain user (internal threads) or threads belonging to deleted or spam customers.
How to use it
Compare "New threads created" against "Threads moved to Done" to see whether your queue is growing or shrinking. Drill down by Channel, Company, Group, Label, Priority, or Tier to find where volume is coming from. The heatmap shows which hours and days drive the most inbound traffic.
Data refresh: Threads in Todo updates in real time. All other volume metrics refresh hourly.