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Analytics Banner The Analytics tab gives you visibility into support activity across your server. Use this tab to track ticket and forum activity over time, measure escalation trends, and configure the hour-based overview system for issue summaries.
Analytics and the hour-based overview are Plus / Pro features. Learn more.

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What the Analytics tab does

Track support volume

Monitor how many issues are opened, resolved, and escalated in your server.

Measure escalation trends

See how often issues are being handed off for human attention.

Compare time windows

Review support activity across multiple date ranges.

Configure `/overview`

Manage the hour-based overview system used for issue summaries.

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Support metrics

The main analytics view tracks support activity across both forums and ticket channels. It includes summary cards for:
  • Opened
  • Resolved
  • Escalated
  • Escalation rate
These metrics give you a quick snapshot of how much support activity is happening and how often issues are being handed off for human attention.

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Time range filters

Analytics can be viewed across multiple time windows.

7d

Review the last 7 days of activity.

30d

Review the last 30 days of activity.

90d

Review the last 90 days of activity.

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Trend chart

The Analytics tab also includes a chart showing support activity over time. This chart helps you visualize patterns in:
  • tickets opened
  • tickets resolved
  • issues escalated
Use this view to see whether support volume is increasing, whether issues are being resolved consistently, and whether escalation activity is rising.

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Hour-based overview

The Analytics tab also includes Hour-based overview settings. This feature powers the /overview command and is used to generate hour-based summaries of closed tickets and the most common issues. You can enable or disable it directly from this section. Read more here: Commands

What Hour-based overview does

Hour-based overview helps summarize recent support activity over a selected time window.It is designed to make /overview results more structured and easier to review.
Inside Hour-based overview, you can define issue categories for reporting.These categories help keep summaries more consistent over time. You can still add or remove categories whenever you want.Example categories include:
  • Billing issues
  • Login issues
  • Bug reports
  • Setup questions
  • Feature requests
Using categories makes /overview summaries easier to compare across time periods.
Helply can automatically create new categories as needed.
1

Review support volume first

Start with the summary metrics to understand how many issues are being opened, resolved, and escalated.
2

Compare different time ranges

Switch between 7-day, 30-day, and 90-day views to spot changes in support activity.
3

Watch escalation patterns

Use the trend chart and escalation rate to see whether more issues are requiring human help over time.
4

Configure Hour-based overview

Turn on the overview system and define categories so /overview summaries stay organized and useful.

Commands

Learn more about the /overview command.

Actions

Configure escalation behavior and handoff settings.

Forums

Manage forum-based support flows and thread states.

Overview

Configure core routing and server-wide automation settings.