> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vizkraft.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer support & CX

> Ticket volume, CSAT, and SLA performance — for support teams on retail tickets or HubSpot.

This cookbook is for **customer support and CX** leaders monitoring ticket volume, satisfaction, resolution time, and agent performance.

## Who this is for

|              |                                                                                                                               |
| ------------ | ----------------------------------------------------------------------------------------------------------------------------- |
| **Teams**    | Support, customer success, CX leadership                                                                                      |
| **Best fit** | Support tickets in SQL ([E-commerce](/cookbooks/ecommerce-retail)) or HubSpot tickets ([HubSpot CRM](/cookbooks/hubspot-crm)) |

## Which data should I use?

| Your setup            | Start with                                         | Why                                         |
| --------------------- | -------------------------------------------------- | ------------------------------------------- |
| Tickets in a database | [E-commerce cookbook](/cookbooks/ecommerce-retail) | `support_tickets` with CSAT and issue types |
| Tickets in HubSpot    | [HubSpot CRM cookbook](/cookbooks/hubspot-crm)     | Tickets linked to companies and deals       |

## Dashboard patterns

### Volume and satisfaction KPIs

Open tickets, CSAT, and average resolution time with a backlog trend.

<img src="https://mintcdn.com/na-13f69f9a/Wr83bBDJ2uoLSQ3a/public/screenshots/cookbooks/support-volume-csat.png?fit=max&auto=format&n=Wr83bBDJ2uoLSQ3a&q=85&s=7653d5eff87d0348c83102aeffc0d923" alt="Support volume and CSAT dashboard" width="1" height="1" data-path="public/screenshots/cookbooks/support-volume-csat.png" />

### Breakdown by issue, priority, or team

Bar charts for issue type, priority, or agent team.

<img src="https://mintcdn.com/na-13f69f9a/Wr83bBDJ2uoLSQ3a/public/screenshots/cookbooks/support-breakdown.png?fit=max&auto=format&n=Wr83bBDJ2uoLSQ3a&q=85&s=f1ddbb143322168b926dc8cef4b9f041" alt="Support breakdown dashboard" width="1" height="1" data-path="public/screenshots/cookbooks/support-breakdown.png" />

### SLA and overdue tickets

Table of overdue tickets with resolution time by priority.

<img src="https://mintcdn.com/na-13f69f9a/Wr83bBDJ2uoLSQ3a/public/screenshots/cookbooks/support-sla.png?fit=max&auto=format&n=Wr83bBDJ2uoLSQ3a&q=85&s=f573c92d45081a4398c0826794268ffd" alt="Support SLA dashboard" width="1" height="1" data-path="public/screenshots/cookbooks/support-sla.png" />

## 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](/features/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