MoraselWhatsApp support analytics built from your ticket history
First-response time, resolution time, and ticket volume by topic and agent, computed from the same tickets your team works from — for the day, week, or month you choose.
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What breaks without analytics behind the ticket queue
A ticket queue shows what's open today. It doesn't show whether response times are improving, which topics are piling up, or which tickets are breaching SLA as a pattern instead of a one-off.
- A support lead can't say whether first response is getting faster or slower without exporting tickets by hand
- One agent's ticket count looks fine on its own — no one can compare it to the rest of the team
- A spike in one topic goes unnoticed until customers start repeating the same complaint
- SLA breaches show up one ticket at a time, never as a rate over a week or a month
What the analytics record holds
Computed from the same ticket history the team already works from, for the period you choose.
- Period
- The day, week, or month the numbers are computed over.
- First-response time
- Average time from a ticket opening to its first reply, in business hours.
- Resolution time
- Average time from a ticket opening to it being closed, in business hours.
- Volume by topic
- Ticket counts grouped by the topic assigned to each ticket.
- Volume by agent
- Ticket counts grouped by the agent who owned each ticket.
- SLA breaches
- Count and rate of tickets that missed their first-response or resolution target.
What happens from ticket history to a number on screen
The same computation runs for every period a support lead picks.
Every ticket writes its own timeline
Opened, first reply, status changes, and closed — each ticket keeps this history as it's worked.
A support lead picks a period
A day, a week, or a month — analytics recomputes for whatever window is selected.
First-response and resolution time are computed
Both are read straight from the timestamps already on each ticket in the period.
Volume and breaches are broken down
Ticket counts split by topic and by agent, alongside the count of tickets that missed an SLA target.
A ticket whose timestamps become the numbers
The customer sees one conversation; analytics reads the same timestamps afterward.
What the team sees
The numbers come from the same tickets the team already works, not a separate report to pull together.
- A period picker — day, week, or month — that recomputes every number for the window selected
- First-response and resolution time for the period, next to the SLA targets they're measured against
- Ticket volume broken down by topic, so a spike is visible before customers pile onto it
- Ticket volume broken down by agent, so workload is visible across the team
- SLA breach count and rate for the period, drawn from the same breach flags shown on individual tickets
What this does not do
Support analytics reads what already happened on tickets your team owns — it does not score agent quality, run customer satisfaction surveys, or forecast future volume. It measures response and resolution; a person still writes every reply.
See what your ticket history already knows
Start free and read first-response time, resolution time, and ticket volume by topic and agent, straight from the tickets your team already works.
WhatsApp support analytics questions
Where do the analytics numbers come from?
The same ticket history your team already works from — every timestamp, status change, and SLA flag on a ticket feeds the numbers.
Can I choose the period the numbers cover?
Yes — pick a day, a week, or a month, and every number recomputes for that window.
Does this break down by agent as well as by topic?
Yes — ticket volume, response time, and resolution time can all be read by topic or by agent.
How are SLA breaches counted?
Every ticket that missed its first-response or resolution target is counted, with a rate for the period alongside the count.
Does this include agent quality scoring or customer satisfaction surveys?
No — it measures response time, resolution time, volume, and SLA breaches from ticket history; it doesn't score agents or survey customers.
Are the support reports a paid add-on?
No — the reports are built from the ticket log you already have. Support analytics runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.