Support report - PlatformDTC

Analytics → Reports → Support shows your support inbox in numbers for the dates you pick, compared with the period before. Spam, and messages your own team started, are left out.

Headline numbers

Number	What it is
Tickets Opened	Conversations customers started in these dates
Tickets Closed	Conversations closed in these dates
Open Now / Waiting for a Reply	Open conversations right now, and those where the customer’s last message has no answer yet
Tickets per 100 Orders	Tickets for every 100 paid orders — how often buying leads to a question
First Reply Time	Middle time from the customer’s first message to the first answer, by a person or the AI assistant. “We got your message” emails don’t count
Tickets Answered	Share of tickets that got an answer
Time to Close	Middle time from the first message to closing the ticket
Replies by AI Assistant / Replies by Your Team	Answers sent, split by who wrote them
Answered First by AI	Share of answered tickets where the AI assistant replied first

A time based on fewer than 3 tickets is left blank rather than shown on a tiny sample.

Why customers contact you

One row per reason the AI assistant recognised (where is my order, cancel a subscription, returns…): tickets, share of all tickets, first reply time and how many the AI answered. Use it to see which questions a policy, an email or a better tracking page would stop.

For agents

Agents read the same numbers with dtc_metrics_query and report: "support", and the headline numbers are part of dtc_store_snapshot. See Store numbers for agents.