Analytics
Features
- View key metrics about your support tickets in one place — directly in your SCNX dashboard.
- Track the number of open tickets, total tickets, and average messages per ticket.
- Monitor average close time and average initial response time to measure your team's efficiency.
- See the most used close reasons and ticket topics visualized in pie charts.
- View a chart of tickets opened per day over the last 30 days to identify trends.
- Identify your most active team members with a staff leaderboard showing messages sent, average response time, and tickets handled.
- View the average rating and total feedback count from user reviews.
- Filter analytics by system (Modmail, Ticket System, or combined) using tabs.
- Use the
/analyticsslash command to view server-wide or personal analytics directly in Discord.
Setup
- Visit the Analytics page in your dashboard.
- Use the tabs at the top to switch between combined, Modmail-only, or Ticket System-only statistics.
Commands
Understand the documentation
In these docs,
name:<Type> is an option of a slash-command with name name and the type Type. Options that not required, are described as [name:<Type>]. If the action of a command is vastly different between required and not-required options, we might list them separately.Examples
/moderate ban user:<Member>: This command (/moderate ban) has an required option with the name "user" that only accepts one member as a value./moderate ban victim:<Member> reason:<Text>: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value and another required option with the name "reason" that accepts any text as an value./moderate ban victim:<Member> reason:<Text> [proof:<Attachment>]: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value, another required option with the name "reason" that accepts any text as an value and a not-required option with the name "proof" which allows one attachment as its value.
The following commands are available if enabled in the Staff Commands configuration:
| Command | Description |
|---|---|
/analytics | Shows server-wide analytics for your support system (open tickets, average response time, average close time, rating, and more). |
/analytics staff:<User> | Shows analytics for a specific team member (messages sent, average response time, tickets handled). |
Available metrics
Overview metrics
| Metric | Description |
|---|---|
| Open tickets | The number of currently open tickets across all systems. |
| Total tickets (30 days) | The total number of tickets created in the last 30 days. |
| Average messages per ticket | The average number of messages exchanged per ticket before it is closed. |
| Average close time | The average time from ticket creation to closing. Helps you understand how quickly issues are resolved. |
| Average initial response time | The average time until the first team member responds to a new ticket. A key metric for user satisfaction. |
| Average rating | The average star rating from user feedback submissions (if support feedback is enabled). |
| Total ratings | The total number of feedback submissions received. |
Charts & breakdowns
| Chart | Description |
|---|---|
| Most used close reasons | A pie chart showing the distribution of close reasons across all tickets. Helps you understand why tickets are being closed. |
| Most used ticket topics | A pie chart showing the distribution of ticket topics. Helps you identify which topics generate the most demand. |
| Tickets per day | A line chart showing how many tickets were opened per day over the last 30 days. Useful for spotting trends and peak times. |
Staff leaderboard
| Metric | Description |
|---|---|
| Messages sent | The total number of messages sent by each team member across all tickets. |
| Average response time | The average time each team member takes to respond to tickets. |
| Tickets responded | The total number of unique tickets each team member has participated in. |