Workspace mode, team board & ticket analytics
Once you’re in a workspace, the Analytics page can aggregate across members’ accounts — and surfaces a Tickets dashboard if tickets are enabled.
Workspace mode
Section titled “Workspace mode”Switch the page from Personal to Workspace using the workspace switcher in the sidebar.
- The account filter is grouped by member — toggle individual accounts or whole members on/off
- All headline cards and charts reflect the aggregate
- The Team Performance board breaks the aggregate down per member
Who sees what
Section titled “Who sees what”- Owners and admins always see every member’s data
- Members see every member’s data only if the workspace setting “Members can see all analytics” is on
- When that setting is off, members are automatically locked to their own accounts — selecting someone else’s account gets reverted
Team / performance board
Section titled “Team / performance board”One row per workspace member, columns:
- Incoming and outgoing message counts
- Response rate
- Average response time
- Current unread chats
- Custom-field changes (from the audit log)
- Comments added (from the audit log)
- Files added (from the audit log)
A sub-section adds ticket insights per member: SLA compliance and median resolution time.
Example use
Section titled “Example use”Pull up the performance board at the start of a weekly 1:1:
- “Your response time dropped to 12 minutes — nice”
- “Unread count is 80 — can we clear those?”
- “You closed 14 tickets with 93% SLA met — great”
Tickets view (workspace only)
Section titled “Tickets view (workspace only)”Switch the view to Tickets while in workspace mode. Personal mode shows a prompt to switch — ticket analytics are team-level by design.
Overview
Section titled “Overview”- Tickets created vs. closed in the period
- Open count
- Average resolution time (hours/days)
- Top members by closed tickets (bar chart)
- State mix pie (Healthy, Warning, Breached, Met, Met late, Not set)
- SLA compliance rate —
resolved on time ÷ all resolved - Daily SLA events as a line chart
- Per-member SLA compliance
Heatmap
Section titled “Heatmap”- Ticket volume by day of week and hour of day
Example reading
Section titled “Example reading”- 48 tickets created, 41 closed this week (net +7)
- SLA compliance: 82% (up from 76% prior week)
- Breached: 3 (all assigned to one member who took vacation — expected)
Common workflows
Section titled “Common workflows”Weekly team review
Section titled “Weekly team review”- Workspace mode, 7 days, all accounts selected
- Skim the 4 headline cards for the aggregate
- Drop into Team Performance — who’s outlying in response rate, response time, or SLA compliance?
- If tickets are enabled, flip to the Tickets view: read created vs closed, SLA compliance, per-member SLA
- Set meeting talking points per rep
Launch-week instrumentation
Section titled “Launch-week instrumentation”- Use the Activity Heatmap (All direction) 1 week before the launch to find the best broadcast window
- Launch day: run a broadcast from the Messages page
- The day after: range = last 3 days, read Total Messages, Response Rate, Media Stats, Top Chats
- Cross-reference Top Chats with your segmentation tags
How the data is produced
Section titled “How the data is produced”The analytics backend pulls message metadata from Telegram via the analytics-enabled session, stores aggregates keyed to your account (or workspace), and serves them on request.
- Every analytics query is scoped to your workspace — no cross-workspace leakage
- Time-series are pre-aggregated by day so long-range queries remain responsive
- Stale requests are discarded when you change filters