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
374
▼ 55.9% vs 7 days earlier
Total Issues Resolved
461
▼ 29.6% vs 7 days earlier
Bot Resolved Issues
86
▼ 26.5% vs 7 days earlier
Customer Satisfaction (CSAT)
3.90
▼ 3.1% vs 7 days earlier
Time to First Response
3h 36m 38s
▲ 7 days earlier: 34m 41s
First Contact Resolution
93.85%
▼ 3.6% vs 7 days earlier
Contact Rate
0.16%
▼ 55.9% vs 7 days earlier
Open Issues (23:00 UTC)
455
▼ 30.1% vs 7 days earlier
Unassigned
9
Waiting on an Agent
32
Waiting on Player
1,135
Tier 2
0
Pending Reassignment
365
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 | 493,298 | 2025-11-01 01:40:23 | 2025-11-01 01:40:23 | waiting_for_agent | bug_report |
| 384932 | Sandra | Arcade V2 | 226,128 | 2026-05-05 14:30:51 | 2026-05-05 14:28:41 | waiting_for_agent | arcade |
| 461250 | Jenny | Emails | 7,088 | 2026-10-04 17:10:37 | — | new_for_agent | account_delete |
| 461252 | Jenny | Emails | 7,086 | 2026-10-04 17:12:03 | — | new_for_agent | account_delete |
| 457190 | Jasmine ortiz | Default | 5,491 | 2026-10-05 19:47:29 | — | new_for_agent | — |
| 462664 | (unassigned) | Default | 1,783 | 2026-10-08 09:35:57 | — | new | reportplayer |
| 462740 | (unassigned) | Default | 1,476 | 2026-10-08 14:42:55 | — | new | — |
| 462663 | Sandra | Arcade V2 | 1,470 | 2026-10-08 14:48:48 | — | waiting_for_agent | ai_agent_assist |
| 461938 | Stephanie | Warning Message | 1,439 | 2026-10-08 15:19:25 | 2026-10-08 13:25:15 | waiting_for_agent | ai_agent_assist |
| 461693 | Stephanie | Default | 1,351 | 2026-10-08 16:47:37 | — | new_for_agent | badge_ideas |
| 458254 | Jasmine ortiz | Rent Redemption | 1,148 | 2026-10-08 20:10:03 | — | waiting_for_agent | ai_agent_assist |
| 462545 | Jasmine ortiz | Default | 1,058 | 2026-10-08 21:40:13 | — | waiting_for_agent | login_error |
| 460567 | Sandra | Warning Message | 1,040 | 2026-10-08 21:58:58 | — | waiting_for_agent | ai_agent_assist |
| 462902 | (unassigned) | Default | 958 | 2026-10-08 23:20:31 | — | new | — |
| 462685 | Jasmine ortiz | Billing Issues | 949 | 2026-10-08 23:29:38 | 2026-10-08 19:16:48 | waiting_for_agent | ai_agent_assist |
| 462919 | (unassigned) | Default | 912 | 2026-10-09 00:06:28 | — | new | — |
| 462920 | (unassigned) | Default | 907 | 2026-10-09 00:11:34 | — | new | — |
| 462711 | Maria | Default | 905 | 2026-10-09 00:13:05 | 2026-10-08 22:55:03 | waiting_for_agent | ai_agent_assist |
| 462835 | Maria | Rent Redemption | 872 | 2026-10-09 00:46:36 | — | new_for_agent | ai_agent_assist |
| 462705 | Maria | Arcade V2 | 871 | 2026-10-09 00:47:28 | — | waiting_for_agent | ai_agent_assist |
| 461788 | Jasmine ortiz | Phone Number | 867 | 2026-10-09 00:51:08 | — | waiting_for_agent | ai_agent_assist |
| 462163 | Maria | Rent Redemption | 860 | 2026-10-09 00:58:17 | 2026-10-09 00:27:55 | waiting_for_agent | ai_agent_assist |
| 462818 | Maria | Default | 837 | 2026-10-09 01:21:32 | 2026-10-08 23:04:37 | waiting_for_agent | ai_agent_assist |
| 462937 | (unassigned) | Default | 835 | 2026-10-09 01:23:31 | — | new | — |
| 462128 | Maria | Default | 805 | 2026-10-09 01:53:16 | — | waiting_for_agent | ai_agent_assist |
| 461923 | Maria | Rent Redemption | 798 | 2026-10-09 02:00:49 | 2026-10-08 23:25:53 | waiting_for_agent | ai_agent_assist |
| 462871 | Sandra | Arcade V2 | 772 | 2026-10-09 02:26:26 | 2026-10-08 21:21:39 | waiting_for_agent | ai_agent_assist |
| 462719 | Maria | Arcade V2 | 721 | 2026-10-09 03:17:52 | — | waiting_for_agent | ai_agent_assist |
| 462962 | (unassigned) | Default | 708 | 2026-10-09 03:30:10 | — | new | — |
| 461865 | Maria | Surveys | 677 | 2026-10-09 04:01:46 | — | waiting_for_agent | ai_agent_assist |
| 462777 | Maria | Default | 659 | 2026-10-09 04:19:59 | — | waiting_for_agent | ai_agent_assist |
| 462643 | Maria | Default | 658 | 2026-10-09 04:20:30 | — | waiting_for_agent | ai_agent_assist |
| 460722 | Jenny | Default | 626 | 2026-10-09 04:52:41 | — | waiting_for_agent | arcade |
| 461927 | Maria | Rent Redemption | 594 | 2026-10-09 05:24:25 | — | waiting_for_agent | ai_agent_assist |
| 461874 | Jasmine ortiz | Billing Issues | 592 | 2026-10-09 05:26:50 | — | waiting_for_agent | ai_agent_assist |
| 462991 | (unassigned) | Default | 565 | 2026-10-09 05:53:57 | — | new | — |
| 462644 | Maria | Default | 526 | 2026-10-09 06:32:49 | 2026-10-08 22:53:06 | waiting_for_agent | ai_agent_assist |
| 458554 | Jasmine ortiz | Rent Redemption | 516 | 2026-10-09 06:42:58 | 2026-09-29 20:04:25 | waiting_for_agent | ai_agent_assist |
| 460907 | Maria | Default | 511 | 2026-10-09 06:47:45 | — | waiting_for_agent | ai_agent_assist |
| 463014 | (unassigned) | Default | 446 | 2026-10-09 07:52:22 | — | new | — |
| 462495 | Maria | Rent Redemption | 380 | 2026-10-09 08:58:04 | 2026-10-09 00:40:36 | 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
1,953.97
▲ 332.9% two days ago vs 7 days earlier
Response Time · mobile and webapp
11.45
▼ 57.6% 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.