Support
Overall Helpshift support KPIs, followed by one page per agent (see the sidebar). Tiles compare the latest complete UTC day with the same weekday one week earlier; sparklines cover the last 30 days.
Overall KPIs
Total New Issues Received
339
▼ 13.7% vs 7 days earlier
Total Issues Resolved
414
▼ 30.1% vs 7 days earlier
Bot Resolved Issues
66
▼ 15.4% vs 7 days earlier
Customer Satisfaction (CSAT)
4.30
▲ 1.5% vs 7 days earlier
Time to First Response
2h 49m 44s
▲ 7 days earlier: 2h 37m 3s
First Contact Resolution
94.36%
▼ 0.4% vs 7 days earlier
Contact Rate
0.14%
▼ 14.1% vs 7 days earlier
Open Issues (23:00 UTC)
654
▲ 0.9% vs 7 days earlier
Unassigned
59
Waiting on an Agent
28
Waiting on Player
1,330
Tier 2
0
Pending Reassignment
475
Waiting on an agent
Open issues waiting for an agent action or still unassigned · age in minutes since last update
| Id | Agent | Queue | Age (min) | Updated At | Last Resolved At | State | Tag 1 |
|---|---|---|---|---|---|---|---|
| 286719 | (unassigned) | Default | 490,538 | 2025-11-01 01:40:23 | 2025-11-01 01:40:23 | waiting_for_agent | bug_report |
| 384932 | Sandra | Arcade V2 | 223,368 | 2026-05-05 14:30:51 | 2026-05-05 14:28:41 | waiting_for_agent | arcade |
| 460100 | Jenny | Emails | 8,258 | 2026-10-01 23:40:29 | — | new_for_agent | account_delete |
| 460102 | Jenny | Emails | 8,257 | 2026-10-01 23:41:45 | — | new_for_agent | account_delete |
| 460104 | Jenny | Emails | 8,256 | 2026-10-01 23:42:59 | — | new_for_agent | account_delete |
| 460270 | (unassigned) | Default | 7,729 | 2026-10-02 08:29:57 | — | new | — |
| 460459 | (unassigned) | Default | 7,188 | 2026-10-02 17:30:00 | — | new | — |
| 460468 | (unassigned) | Default | 7,181 | 2026-10-02 17:37:46 | — | new | — |
| 460594 | (unassigned) | Default | 6,796 | 2026-10-03 00:02:56 | — | new | — |
| 460650 | (unassigned) | Default | 6,572 | 2026-10-03 03:46:05 | — | new | — |
| 460697 | (unassigned) | Default | 6,361 | 2026-10-03 07:17:55 | — | new | — |
| 460698 | (unassigned) | Default | 6,357 | 2026-10-03 07:21:31 | — | new | — |
| 460708 | (unassigned) | Default | 6,306 | 2026-10-03 08:12:20 | — | new | — |
| 460722 | (unassigned) | Default | 6,206 | 2026-10-03 09:52:55 | — | new | — |
| 458723 | Jasmine ortiz | General Issues | 6,186 | 2026-10-03 10:12:14 | 2026-09-29 21:18:46 | waiting_for_agent | ai_agent_assist |
| 460743 | (unassigned) | Default | 6,143 | 2026-10-03 10:55:30 | — | new | — |
| 460785 | (unassigned) | Default | 5,998 | 2026-10-03 13:20:17 | — | new | — |
| 460796 | (unassigned) | Default | 5,980 | 2026-10-03 13:38:03 | — | new | — |
| 460886 | (unassigned) | Default | 5,711 | 2026-10-03 18:07:33 | — | new | — |
| 460925 | (unassigned) | Default | 5,592 | 2026-10-03 20:06:36 | — | new | — |
| 460941 | (unassigned) | Default | 5,524 | 2026-10-03 21:14:28 | — | new | — |
| 461072 | (unassigned) | Default | 4,876 | 2026-10-04 08:02:10 | — | new | — |
| 461075 | (unassigned) | Default | 4,862 | 2026-10-04 08:16:45 | — | new | — |
| 461124 | (unassigned) | Default | 4,664 | 2026-10-04 11:34:07 | — | new | — |
| 461141 | (unassigned) | Default | 4,616 | 2026-10-04 12:22:42 | — | new | — |
| 461250 | Jenny | Emails | 4,328 | 2026-10-04 17:10:37 | — | new_for_agent | account_delete |
| 461252 | Jenny | Emails | 4,326 | 2026-10-04 17:12:03 | — | new_for_agent | account_delete |
| 461262 | (unassigned) | Default | 4,307 | 2026-10-04 17:31:01 | — | new | — |
| 461318 | (unassigned) | Default | 4,151 | 2026-10-04 20:07:15 | — | new | — |
| 461345 | (unassigned) | Default | 4,060 | 2026-10-04 21:38:58 | — | new | — |
| 461379 | (unassigned) | Default | 3,946 | 2026-10-04 23:32:39 | — | new | — |
| 461377 | (unassigned) | Default | 3,931 | 2026-10-04 23:47:06 | — | new | — |
| 461435 | (unassigned) | Default | 3,706 | 2026-10-05 03:32:03 | — | new | — |
| 461454 | (unassigned) | Default | 3,614 | 2026-10-05 05:04:29 | — | new | — |
| 461496 | (unassigned) | Default | 3,366 | 2026-10-05 09:12:08 | — | new | — |
| 461514 | (unassigned) | Default | 3,275 | 2026-10-05 10:43:12 | — | new | — |
| 461103 | (unassigned) | Default | 3,159 | 2026-10-05 12:39:28 | — | new | — |
| 461597 | (unassigned) | Default | 3,005 | 2026-10-05 15:13:30 | — | new | — |
| 461642 | (unassigned) | Default | 2,890 | 2026-10-05 17:08:16 | — | new | — |
| 461656 | (unassigned) | Default | 2,845 | 2026-10-05 17:53:44 | — | new | — |
| 461693 | (unassigned) | Default | 2,768 | 2026-10-05 19:10:35 | — | new | badge_ideas |
| 457190 | Jasmine ortiz | Default | 2,731 | 2026-10-05 19:47:29 | — | new_for_agent | — |
| 461707 | (unassigned) | Default | 2,724 | 2026-10-05 19:54:29 | — | new | — |
| 461709 | (unassigned) | Default | 2,720 | 2026-10-05 19:58:23 | — | new | — |
| 460725 | Jasmine ortiz | General Issues | 2,645 | 2026-10-05 21:13:28 | — | new_for_agent | ai_agent_assist |
| 461758 | (unassigned) | Default | 2,603 | 2026-10-05 21:55:48 | — | new | — |
| 461780 | (unassigned) | Default | 2,533 | 2026-10-05 23:05:50 | — | new | — |
| 461897 | (unassigned) | Default | 1,956 | 2026-10-06 08:42:33 | — | new | — |
| 461934 | (unassigned) | Default | 1,751 | 2026-10-06 12:07:08 | — | new | — |
| 461945 | (unassigned) | Default | 1,709 | 2026-10-06 12:49:41 | — | new | — |
| 461909 | (unassigned) | Default | 1,653 | 2026-10-06 13:45:41 | — | new | — |
| 460891 | Stephanie | Default | 1,387 | 2026-10-06 18:11:54 | — | new_for_agent | badge_ideas |
| 462038 | (unassigned) | Default | 1,357 | 2026-10-06 18:41:15 | — | new | — |
| 462047 | (unassigned) | Default | 1,341 | 2026-10-06 18:57:38 | — | new | — |
| 461714 | Jasmine ortiz | Default | 1,257 | 2026-10-06 20:21:04 | 2026-10-06 18:12:48 | waiting_for_agent | reportplayer |
| 462089 | (unassigned) | Default | 1,217 | 2026-10-06 21:01:46 | — | new | — |
| 462091 | (unassigned) | Default | 1,212 | 2026-10-06 21:06:50 | — | new | — |
| 461933 | Jenny | Billing Issues | 1,188 | 2026-10-06 21:30:02 | — | waiting_for_agent | ai_agent_assist |
| 462104 | (unassigned) | Default | 1,159 | 2026-10-06 21:59:52 | — | new | — |
| 461765 | Sandra | Arcade V2 | 1,129 | 2026-10-06 22:29:24 | — | waiting_for_agent | ai_agent_assist |
| 460335 | Jasmine ortiz | Default | 1,125 | 2026-10-06 22:33:23 | — | waiting_for_agent | ai_agent_assist |
| 462125 | (unassigned) | Default | 1,091 | 2026-10-06 23:07:12 | — | new | — |
| 462135 | (unassigned) | Default | 1,047 | 2026-10-06 23:51:11 | — | new | — |
| 462140 | (unassigned) | Default | 1,018 | 2026-10-07 00:20:18 | — | new | — |
| 462144 | (unassigned) | Default | 997 | 2026-10-07 00:41:45 | — | new | — |
| 462147 | (unassigned) | Default | 989 | 2026-10-07 00:49:16 | — | new | — |
| 458254 | Jasmine ortiz | Rent Redemption | 989 | 2026-10-07 00:49:42 | — | waiting_for_agent | ai_agent_assist |
| 462148 | (unassigned) | Default | 981 | 2026-10-07 00:57:15 | — | new | — |
| 462165 | (unassigned) | Default | 914 | 2026-10-07 02:04:08 | — | new | reportplayer |
| 462168 | (unassigned) | App Reviews | 902 | 2026-10-07 02:16:14 | — | new | appstore |
| 461866 | Maria | Default | 902 | 2026-10-07 02:16:44 | — | waiting_for_agent | ai_agent_assist |
| 461635 | Jasmine ortiz | Phone Number | 887 | 2026-10-07 02:31:56 | — | waiting_for_agent | ai_agent_assist |
| 462181 | (unassigned) | Default | 879 | 2026-10-07 02:39:54 | — | new | — |
| 460869 | Maria | Default | 838 | 2026-10-07 03:20:49 | — | waiting_for_agent | ai_agent_assist |
| 461973 | Maria | Phone Number | 837 | 2026-10-07 03:21:46 | — | waiting_for_agent | ai_agent_assist |
| 461067 | Maria | Rent Redemption | 801 | 2026-10-07 03:57:38 | 2026-10-06 23:28:50 | waiting_for_agent | ai_agent_assist |
| 460007 | Maria | Warning Message | 793 | 2026-10-07 04:05:26 | — | waiting_for_agent | ai_agent_assist |
| 459965 | Maria | General Issues | 788 | 2026-10-07 04:10:26 | — | waiting_for_agent | ai_agent_assist |
| 460646 | Maria | Default | 652 | 2026-10-07 06:26:44 | — | waiting_for_agent | login_streak_reset |
| 462225 | (unassigned) | App Reviews | 633 | 2026-10-07 06:45:31 | — | new | playstore |
| 462254 | (unassigned) | Default | 469 | 2026-10-07 09:29:23 | — | new | — |
| 459785 | Maria | Default | 461 | 2026-10-07 09:37:29 | — | waiting_for_agent | ai_agent_assist |
| 458554 | Jasmine ortiz | Rent Redemption | 435 | 2026-10-07 10:03:53 | 2026-09-29 20:04:25 | waiting_for_agent | ai_agent_assist |
| 461079 | Maria | Arcade V2 | 410 | 2026-10-07 10:28:34 | — | waiting_for_agent | ai_agent_assist |
| 462282 | (unassigned) | Default | 331 | 2026-10-07 11:47:08 | — | new | — |
| 462283 | (unassigned) | Default | 330 | 2026-10-07 11:48:54 | — | new | — |
| 462286 | (unassigned) | Default | 319 | 2026-10-07 11:59:53 | — | waiting_for_agent | ai_agent_assist |
Platform statistics
Platform is the channel an issue came in on: Android, iOS, web chat (all in the game), email, or the public web form. Response time is minutes from creation to Helpshift's first response; the tiles read the day before yesterday because replies to email issues keep arriving for a day.
Response Time · email and public web
624.06
▼ 66.1% two days ago vs 7 days earlier
Response Time · mobile and webapp
16.14
▼ 23.0% two days ago vs 7 days earlier
New Issues by Platform
Yesterday · share of new issues
New Issues by Country
Yesterday · null = email, app reviews and unauthenticated web chat, where no player can be identified
Average Response Time by Platform
Minutes to first response for issues created each day · last 14 days
Weekly Distribution of Issues by Platform
Share of new issues per Sunday-start week · last 6 weeks, current week to date
Monthly Distribution of Issues by Platform
Share of new issues per month · last 12 months, current month to date
About these numbers
Every element on this page reads Helpshift's own analytics tables, the same source the Sigma report used. The backlog tiles are a count of the state at generation time. Response times for the most recent days keep rising for a day or two as late replies arrive. Pending Reassignment is a real backlog state that Sigma did not show; it is added here so the tiles add up to the open issue count.