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The reporting view for your ticket system. Configuration lives on Panels and General Settings.
If Tickets is switched off in Server Setup, this page prompts you to enable it and shows nothing else.

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Time range

A selector offers 7, 14, 30, 60 or 90 days, defaulting to 14. It drives the charts and most of the figures.

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The six figures

Total Tickets and Open/Closed ignore the time range entirely. They are lifetime figures and carry no percentage change. Changing the range will not move them — that is not a bug.Only the last four cards respond to the selector, and only those three timing figures show a comparison against the previous period.
On response and resolution time, a downward change is shown as an improvement. Faster is better, and the indicator reflects that.

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The charts

Response Time & Messages plots average first-response time alongside messages per ticket. Ticket Distribution plots tickets opened against tickets closed.
The two series are bucketed differently: opened counts by the day the ticket was created, closed counts by the day it was closed.A ticket opened Monday and closed Friday appears in Monday’s opened count and Friday’s closed count. The two lines are not describing the same tickets.
Days with no activity are drawn as gaps rather than zeros, so an empty stretch does not read as “zero-minute response time”.

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Recent Ticket History

Columns: Ticket #, User, Claimed By, Status, Rating, Created and actions for View and View Transcript. Filters cover status, a date range, a minimum rating and a specific staff member.
The page counter under this table is wrong. It divides by ten while the underlying page holds twenty, so it reports roughly twice as many pages as exist. Paging works correctly — only the printed count is off.

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Ticket detail

Opening a ticket shows its status, priority, who opened and claimed it, timestamps, rating and close reason. Internal notes are staff-only and attributed to their author.
You can only delete your own notes. Another staff member’s note cannot be removed, even by an administrator.
Close Ticket closes it with an optional reason and notifies the member.
Closing from the dashboard asks the bot to close the real Discord channel. The status here updates once the bot confirms, so it can lag a moment behind your click.

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Transcripts

View Transcript opens the saved conversation. Tickets closed before transcripts were enabled, or with auto-save off, show that no transcript exists. See General Settings for revoking transcript links.

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Staff Performance

Requires Basic. Below that the card still appears with a Premium badge and the line “Staff performance analytics require Premium” — no data is shown.
Columns: Staff Member, Tickets Handled, Avg Response Time, Avg Resolution Time and Avg Rating. A staff member counts as having handled a ticket if they claimed it or closed it, so both actions contribute.
The date range in the staff filter is applied to the data, but minimum rating, minimum tickets and sort order are applied to the rows already loaded. On a large staff list, a minimum filter may hide people rather than fetch more.

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Troubleshooting

The dashboard only knows about tickets the bot reported. Tickets created while the bot was restarting may not be recorded.
First-response time is only recorded when a staff member replies in the ticket. If nobody has replied in the period — or the bot missed the reply — there is nothing to average.
Ratings are submitted through a direct message. A member who has DMs closed can see the prompt but never complete it.
Names are resolved live from Discord. A temporary lookup failure falls back to the raw ID; it resolves on refresh.
There is no SLA list on this page. SLA is configured per panel option and surfaces as a warning in Discord plus the optional personal SLA breach alert in General Settings.

Panels

Design panels, ticket types, forms and support hours.

General Settings

Server-wide limits, log channels and access.