We just rolled out a new reporting feature for Tender. You can now access your account statistics, including discussion flow graphs, detailed response time data, and a full CSV export that encompasses advanced statistics for you number crunchers out there.
Discussion Flow includes Open, Closed and Assigned (synced with Lighthouse) discussions displayed across the graph. The data can be can be broken down into week, month, and year views.
Response Time provides a statistical summary of your overall response times. Detailed statistics for discussions are visible under the summary. Items in red are discussions that took an extended period of time to respond or resolve. We're currently calculating this based on your workflow in Tender (average + standard deviation).
There is also a CSV export option. We’ll have a full post about what all that includes soon, but if you’re a fan of number crunching, you can geek out on this one.
ALL Tender plans will have access to reporting for next 30 days while it's in beta. After that, basic reporting features will start on the Plus plan.
To get to the reporting area, just go to the Reporting link in your admin navigation bar:
It's an early implementation and we're excited to be rolling it out. If you have any feedback, please let us know on help.tenderapp.com.
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10 Comments
I am glad to see this feature now being available and I miss an aspect of its previous incarnation.
I asked about reporting some months ago and a pre beta reporting system was enabled on my tender site. This included a stacked bar chart of the number of responses per support member over time. I really liked this report. One of the positive effects of this report was that it turned tender into a competitive game for the support staff. It was fun to see who would make the most responses in a day. It also gave me a tool which I could use to see who might need a little more encouragement or incentive. Do you plan to reintroduce this report? Could it be enabled on my site again?
Many thanks Ben
Ben,
Glad you like it! We have a lot more in the works for reporting. Supporter-level reporting is on our list.
Great stuff – but whatever happened to Lighthouse? Haven’t seen any updates there in ages, and it could sure use some. Was it shot dead?
Frederik,
We’re working extremely hard on Lighthouse actually. Updates to the current release have been frozen though. This is because we’re working on the next major iteration which includes a redesign and number of large upgrades. We’ll have a lot of announcements in the next few months.
Thanks for the update Will. Great to hear!
Hey Guys,
This is great news! Is there any chance that this information would be exposed via the API in the future? We’ve got a couple of screens in the office that display the inbox status, switching between stats in the last 1, 7 and 30 days for support queries and this information would be awesome to include :)
Cheers
-N
Hey Nik,
We haven’t talked about serving this over the API, but we do plan to expand our CSV export for most of the reports we’re publishing. Right now you can get the response times report in CSV format, but you’ll likely see this functionally in most of the reports as we continue to improve in this area.
I second Nik’s nomination. I’ve also got a heads up display that keeps track of numbers and tickets on my various projects. Reports and graphs like these would be fantastic!
~ash
This is great.
One question: is it possible to set office hours (I see there is an old support ticket on that https://help.tenderapp.com/discussions/suggestions/24-set-office-hours) so that the Response Time calculation excludes non-working hours. WOuld be very useful for us as we only guarantee response within x working hours.
Hello,
I love this new feature. Thank you very much. I am missing the following
Member statistics – I want to be able to see how much each individual off my support staff and what efforts that have been done by them.
Automatic emails – Emails with the report data is automatically sent out to email addresses that are defined.
//Daniel
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