Statistics
Three levels: the “Statistics” section in the web panel (by server, staff, categories, days), the /stats commands in chat and the public /stats page across all of the bot's servers.
How it is counted
| Metric | Definition |
|---|---|
| Total tickets | How many tickets were created all time — the counter doesn't go down, even if a ticket is erased in the web panel. |
| Open now | The “open” status. |
| Closed | Has a close date — the “closed” and “deleted” statuses together. That's why the numbers add up with the “delete channel” action: total = open + closed. |
| Closed today | Closed since midnight in the server's time zone (the one in “Support hours”, Moscow by default) — both in the web panel and in /stats server. |
| Average time | The average from opening to closing across all closed tickets. |
| In progress (per staff) | Open tickets the staff member has claimed. |
| Closed (per staff) | Tickets this staff member closed. |
| First reply | From opening the ticket to staff's first message (not the author's or an added member's; a web panel reply counts too). |
| On time | The share of tickets where the first reply met the target. A breach — replied after the target or didn't reply while the target has passed. A ticket closed without a reply before the target doesn't count; neither does an open one whose target hasn't passed yet. |
| 90% of replies faster than | Nine out of ten first replies came faster than this time — it shows the longest waits that the median hides. |
| Claimed / Messages / Ratings (per staff) | Tickets for the period they claimed; their messages in tickets (the retention period erases conversations — fewer for older periods); the share of good ratings (4–5 ⭐ or 👍) and how many in total. |
First reply target
Settings → Support hours → “First reply target”: within how many minutes staff should reply to a new ticket. A category can set its own (category → Limits) — for example, reports faster, staff applications slower. Calendar time is counted. The target is only for the stats: the “First reply and target” block shows the “on time” share, a chart by day, a split by category, overdue tickets right now and the latest breaches with a link to the ticket. Change the target — the past period is recalculated too.
Web panel
| Section | What it shows |
|---|---|
| Overview | Four tiles (open now, closed today, closed this week, total tickets), “Needs attention” — admins only (no staff, the panel isn't sent, the bot can't write in a channel or create channels in the ticket category, a category is full — with a link to where to fix it; optional things like logs come as hints that can be hidden), the “Where to start” wizard, configuration tiles, a weekly chart, the latest tickets and the latest web panel actions. Updates every 15–20 seconds. |
| Statistics | The same tiles, the “Tickets per day” chart, the “By weekday” and “By category” splits, the “First reply and target” block, “Ratings after closing” (how many ratings, the average, the share of good ones, how many with a review), “Reviews” — if the server has a category in “Reviews” mode (how many reviews, the average, the share of good ones, the split by stars, by day and by category, for 7/30/90 days or all time; who left them isn't shown), “Load by hour”, the staff table for 7/30/90 days or all time: claimed, closed, in progress, replied first, median first reply, on time, messages, ratings, average time — sortable by any column. The “Export CSV” button in the header exports the category and weekday split and the staff table. |
Access: the “Overview” and “Statistics” sections are open to everyone who can sign in to the web panel, regardless of the permission matrix.
In chat
/stats server- What it shows
- Total, open, closed overall / today / this week / this month, average close time, top staff.
- For whom
- Everyone
/stats user [@user]- What it shows
- Total tickets, open now, average messages per ticket — by author; for yourself and for staff — also whether they're blacklisted.
- For whom
- Everyone
/info- What it shows
- Ping, number of servers, uptime, bot version.
- For whom
- Everyone
Public page
/stats on the site — no sign-in, across all of the bot’s servers: status (online, ping), servers connected, panels created and total tickets (all time, the counters don’t go down on deletion), open now, members on the servers, tickets in the last 24 hours, average close time and a 14-day chart (days in Moscow time). The data is cached for a minute.