Reports & Analytics
Understand your support volume at a glance. Scitor tracks daily metrics and generates visual reports so you can spot trends, measure response rates, and share support activity with your team.
Tracked metrics
| Metric | Description |
|---|---|
| Inbound emails | Emails received and converted to issues/discussions |
| Outbound emails | Replies sent via /send and /sendall |
| Form submissions | Web form submissions received |
| Tickets opened | New tickets created from emails, forms, or directly on GitHub |
| Tickets closed | Tickets closed during the month |
| Reopened | Tickets that were reopened after being closed |
| Current backlog | Tickets currently still open |
| First response time | Time from ticket creation until the first reply (avg, p50, p90) |
| Resolution time | Time from ticket creation until close (avg, p50, p90) |
| Per-assignee activity | Tickets opened, closed and replies sent per assignee |
Metrics are tracked daily and aggregated by month.
Generating a report
Use the /generate-report command in any issue or discussion:
/generate-report
This generates a visual chart for the current month showing daily activity.
Specify a different month
/generate-report january
/generate-report 3
You can use month names (full or abbreviated) or numbers (1-12).
Report format
Reports are rendered as a visual chart directly in the GitHub comment, showing day-by-day activity bars for each metric type. This gives you a quick visual overview of:
- Volume trends — Are support requests increasing or decreasing?
- Response patterns — How many outbound emails are you sending?
- Channel mix — What’s the split between email and form submissions?
Outbound limit tracking
Your monthly outbound email count is tracked automatically. When you approach your plan limit (100 for Free, 500 for Pro), the /send command will alert you. The counter resets on the 1st of each month.
Tip
Generate a report at the end of each month to review your team’s support activity. Share the report in a team channel to keep everyone aligned on support volume.
SLA compliance (Pro plan)
When SLA tracking is enabled, reports also include:
- First response SLA compliance — Percentage of tickets where the first response was within target
- Resolution SLA compliance — Percentage of tickets resolved within target
- SLA breaches — Total count of first-response and resolution breaches for the month
- Average first response time — Mean time to first reply
- Total tickets tracked and tickets resolved for the month
Ticket volume & response times
For every installation (no Pro required), reports include a Ticket Volume section showing how many tickets were opened, closed, and reopened during the month, and how many remain in the current backlog.
When tickets have lifecycle data, two additional sections appear:
- First Response Time — average, p50 (median) and p90 of the time from a ticket being opened until the first outbound reply was sent.
- Resolution Time — average, p50 and p90 of the time from a ticket being opened until it was closed.
These metrics are derived from ticket lifecycle events (opened, first response, closed, reopened) recorded automatically as activity happens.
Per-assignee breakdown
A By Assignee section shows each user who handled tickets during the month with three counters:
- Opened — tickets assigned to that user during the month
- Closed — tickets the user closed
- Replies — outbound replies sent by that user
Use this to spot who’s carrying the load and balance work across the team.
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