Overview

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Total Tickets

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Open

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Solved

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Avg First Reply (min)

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Avg Resolution (min)

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CSAT %

Ticket Volume by Brand

Intent Distribution

Sentiment Analysis

Sentiment Over Time

🧠 Pain Intelligence

Recurring issues surfaced from all tickets, with Help Center coverage analysis. Per-brand breakdown for ePost PK, ePost GK and KLARA.

Brand: Lookback: Hide fully covered

Pain Point Volume (Weekly Trend)

🎫 Ticket Search

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Brand Status

From To Subject contains

Use the filters above and click Search.

📈 Trend Detection

Weekly velocity for intents — growing, stable, or declining over the last 12 weeks.

Intent Volume by Week

🌐 Cross-Brand Patterns

Compare intent distributions and resolution efficiency across brands.

ePost & KLARA Assistant

🗂 Cases

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ePost & KLARA Assistant

Load a ticket to get an AI-drafted reply, or ask anything about your support data.

— or ask anything below —

Draft reply

👥 User Management

Add or remove support agents and admins.

Add User

Username Password Role

Existing Users

📋 Audit Log

Login events, failed attempts, and AI Assistant queries.

Event type Username

💬 Feedback

Thumbs up/down ratings and agent corrections on AI Assistant answers.

Rating Username Edited only

⚙️ Settings

Admin configuration for the AI Assistant.

Knowledge Refresh (Tickets + Help Center + Macros)

Runs one operational pipeline: archive sync, source indexing, FTS rebuild, and retrieval evaluation gates. Use this to keep assistant knowledge current and measurable.

Archive sync Ticket embeddings Help Center index Macro index FTS rebuild Run eval gates

No run yet.

System Prompt

This is the instruction sent to the LLM before every query. Changes take effect immediately on the next AI Assistant request.