Skip to main content

Get Daily Support Metrics

GET 
/api/support/agent/metrics/daily

Returns the per-day metrics snapshot for one slice of the support desk over a date range — the series behind the dashboard trend charts. One point per day, oldest first; days with no snapshot are simply absent (there is no zero-filling). The snapshot is written once a night, so today's point normally appears tomorrow. For the live, windowed numbers use Get Agent Dashboard Metrics.

Required scope: support:read

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

Query parameters

  • from (string, optional) — YYYY-MM-DD. Default: 30 days before to. A from more than 366 days before to is clamped to 366 days.
  • to (string, optional) — YYYY-MM-DD, inclusive; must be on or after from. Default: today.
  • scope (string, optional) — one of: all (default, the whole desk), tenant, agent, type, source, priority.
  • scope_key (string, optional, max 100) — required when scope is anything but all: the tenant id, the agent's user id, the ticket type (bug | question | feature_request | billing | untyped), the source (app | email | api | assistant | agent | import), or the priority (low | medium | high | urgent). Ignored for all.

Response fields (data)

  • from, to (string, YYYY-MM-DD) — the effective range after defaults and clamping
  • scope (string), scope_key (string, nullable — null for all)
  • series[] — one point per day:
    • date (string, YYYY-MM-DD)
    • created, resolved, closed, reopened (integer) — tickets created that day, resolved that day, and created that day that were later reopened
    • open_end_of_day, waiting_end_of_day (integer) — unresolved tickets at the end of the day, and how many of those were waiting on the customer
    • first_response_measured, first_response_met (integer) — tickets created that day with a first response and a first-response target, and how many met it
    • first_response_sla_met_pct (integer, nullable) — met ÷ measured as a whole percentage; null when nothing was measured
    • median_first_response_minutes, median_resolution_minutes (integer, nullable)
    • tickets_per_active_user (number, nullable) — open tickets ÷ users who logged in within the last 30 days; only computed for the all and tenant scopes
    • quarantine_count, bounce_count (integer) — inbound emails quarantined / bounced that day; only counted on the all scope (0 elsewhere)
    • ai_drafted_share (integer, nullable) — percentage of the day's new tickets that got an AI draft
    • ai_accept_rate (integer, nullable) — percentage of AI drafts an agent accepted, among those an agent answered on
    • csat_count (integer), csat_avg (number, nullable) — ratings received that day and their mean (1–5)
    • by_type, by_source, by_priority (object) — the day's new tickets counted by type (untyped when none), source and priority; empty objects on a day with no new tickets

Authentication: Bearer token with the support:read scope, or an authenticated session, from a caller with an active support role (any role, including viewer). No tenant context — this endpoint is central.

Request​

Responses​

OK

Response Headers
    Content-Type