> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.textit.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Tickets Analytics

Tickets allow you to escalate contacts from [automated flows](https://help.textit.com/en/article/introduction-to-flows-1vmh15z/) to conversations with human Agents, meaning you can assign, respond to, and close Tickets, all without ever leaving your workspace. [Here](https://help.textit.com/en/article/adding-a-textit-ticketing-service-1x17pkr/) is a guide to help you set that up in just a few minutes. 

You may want to see how the Tickets and Agents are performing, like how many conversations were opened under which [topics,](https://help.textit.com/en/article/adding-a-textit-ticketing-service-1x17pkr/#2-viewing-and-handling-tickets) as well as the average response time of [your agents.](https://help.textit.com/en/article/multi-login-support-adding-editing-removing-multiple-account-roles-df2ay6/) 

Head to your **Tickets tab** and click on the '**Analytics'** button.

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-08-10-at-09522_153dbjb.png)
The first graph illustrates the number of Tickets opened under a specific topic(s) over a period of time (Yearly, Monthly, or Weekly), which you can adjust at the right of the graph. Click on the gear icon on the right side to reveal the drop-down for topics. 

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2025-07-14-at-11485_1dab8pf.png)
From the drop-down the gear icon will reveal, select a topic(s) you would like to see on the graph and it will adjust. 

The second graph will show you the average response time for all Tickets based on the time period you selected above. 

You can always download this data from the Tickets tab, right under the 'Analytics' button, you will see the 'Export' button. You will be able to adjust from and to which dates the Tickets export should include. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2025-06-12-at-18272_g4m5ab.png)