Reports & Activity

Once you’re live, this is where you watch it working.

Reports

The Reports page shows how your AI support team is performing: conversation volume, how your AI agents are handling it, and how that trends over time.

Reports run in your timezone, not UTC. A day means your day. Set a default timezone on your Profile, and if you run helpdesks in different regions you can give an individual helpdesk its own timezone from its Overview. The Reports page always shows you which timezone it’s using.

Activity

The Activity tab on your helpdesk is a timeline of everything that has happened to it – provisioning, configuration changes, domain and SSL events, subscription events. If you’re ever wondering “when did that change?”, this is where to look.

Usage against your plan

Your Overview shows how many AI responses you’ve used this month against your plan’s allowance.

What counts as an AI response? A genuine answer from your AI agent. Automatic acknowledgements and canned replies do not count against your allowance.

Your allowance is: Starter 2,000, Growth 10,000, Pro 40,000, Enterprise custom per month.

Conversation history

Every conversation is recorded and searchable, across every channel. That gives you an audit trail, and it gives you the raw material to improve – the questions your AI struggled with are the documents your knowledge base is missing.