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Open Usage in the sidebar to review ticket responses, Playground queries, chat widget conversations, and Slack conversations for your organization.
Only organization administrators can open Usage. Choose the organization you want to review before opening it.

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Choose a period

Choose Today, 7 days, or 30 days at the top of the page. The default is 7 days, including today. Dates and daily chart buckets use your browser’s time zone. For another period, click Custom, select both dates, then Apply. Future dates are unavailable, and custom periods cannot exceed 365 days. Wait for the totals to refresh; changing dates returns Recent activity to its first page.

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Compare the counts

Cards show activity in the selected period. Zero-valued cards are hidden. Hover over the smaller icons beneath a card to read its breakdown labels. Playground, Chat, and Slack count queries or conversations created in the period. Playground excludes system queries; Slack includes conversations where the bot has replied. Activity trend combines these with tickets that received a response, with one total per day. Issue Escalations counts escalation attempts. Its breakdown distinguishes issues created from attempts avoided because of duplicates, missing information, or non-actionable requests.
Public and Tickets with a response measure routing and response activity, not resolution accuracy. Read the underlying ticket before judging the outcome. Processing completion and response delivery also happen at different times, so the ticket cards need not add up as one funnel.

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Review activity and feedback

  1. Under Recent activity, use Type to select Ticket, Playground, Chat, or Slack. You can select more than one.
  2. Where routing filters are available, choose Public or Private to review tickets by routing decision. Choose All to return to the Type controls.
  3. Read the Helpful or Not helpful badge, and hover over it for a note when one is available. Click the row to open the ticket, query, or conversation in a new tab and review the answer in context.
Rows are newest first. Use the page controls for more results, and hover over Time for the full timestamp. Ticket rows use the latest response delivery time; other activity uses creation time. Filters change the activity table and the thumbs-up/down counts on cards across all pages. Headline activity totals and the trend remain scoped to the selected dates. Ticket and Playground rows show the latest rating for each item, even if it was submitted after the activity’s date. No badge means no rating is shown; a rating can also exist without a written note. Open Ticket detail for the underlying conversation and feedback controls.

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Export data

Click Export, then choose Usage activity or Feedback under Data. Choose Usage activity for activity types, UTC dates, and Decimal links across all pages. This export ignores the table’s Type and Public/Private filters and excludes summary metrics and feedback notes. Choose Feedback for support-ticket ratings, notes, ticket titles, reviewer email addresses, links, and UTC dates. It excludes Playground, Chat, and Slack feedback. Review Time period in the dialog. It starts from the dashboard’s period, but you can choose Last 7 days, Last 30 days, Last 90 days, or a complete Custom range independently. Click Export to download the CSV. Open the file and check its columns, date coverage, and a sample link before using it in a report. Feedback exports select ratings by when they were submitted; the dashboard selects activities by their activity date. Multiple rating records can refer to one ticket, so export rows can differ from the dashboard’s feedback count.
For Usage activity, All time exports the last 30 days in UTC. A custom export can also omit activity later on its selected end date; check the file’s date coverage before reporting a complete period. Feedback includes the full selected end date, and its All time option covers available ticket ratings through today.
Feedback export is disabled for HIPAA-compliant organizations. Where export is available, review the file before sharing: notes and ticket titles can contain customer information, and the file includes email addresses and links.

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Troubleshooting

For a response that stayed internal, follow Support troubleshooting. For an unexplained discrepancy, email support with the period, time zone, active filters or export choice, and an example Decimal activity link.