Who this is for
| Teams | Support, customer success, CX leadership |
| Best fit | Support tickets in SQL (E-commerce) or HubSpot tickets (HubSpot CRM) |
Which data should I use?
| Your setup | Start with | Why |
|---|---|---|
| Tickets in a database | E-commerce cookbook | support_tickets with CSAT and issue types |
| Tickets in HubSpot | HubSpot CRM cookbook | Tickets linked to companies and deals |
Dashboard patterns
Volume and satisfaction KPIs
Open tickets, CSAT, and average resolution time with a backlog trend.
Breakdown by issue, priority, or team
Bar charts for issue type, priority, or agent team.
SLA and overdue tickets
Table of overdue tickets with resolution time by priority.
Questions to ask by role
| Role | Questions to try |
|---|---|
| Support lead | Break down support volume by priority and assignee. What is average CSAT by issue type? |
| CS manager | What is the open ticket backlog trend? How are agent teams performing? |
| VP customer success | Which accounts have rising ticket volume alongside an active deal? |
Example conversations
Support volume
Ask: Break down support volume by priority and assignee. Follow with average CSAT by issue type to see whether high-volume categories are also low satisfaction.Metrics worth defining
Add to Connector memory:- CSAT — your survey scale and aggregation method
- Average resolution time — definition of “resolved”
- SLA breach — hours or days before a ticket is considered overdue