About Workspace Insights
Workspace Insights gives you a powerful analytics dashboard to see exactly how your team handles issues. Use it to:
Track your workload to ensure you are keeping up with new issues.
Monitor team performance to celebrate wins and identify coaching opportunities.
Understand workflow patterns to improve your processes.
Access requirements
Workspace admin permissions required
Business or Enterprise plan
👋 Reach out to unlock the Workspace Insights on your account.
The 3 views
Overview metrics
Get a high-level snapshot of your workspace health with key performance indicators. Monitor incoming work volume, completion rates, and team efficiency to quickly identify trends and potential issues.
Metric | Description | Calculation |
Issues created | Total number of new issues reported during this period | Count of all issues where |
Issues resolved | Issues successfully completed during this period | Count of issues where |
Resolution rate | Percentage of created issues that were resolved (health indicator) |
|
Median resolution time | Typical time to resolve an issue, excluding outliers | Median of |
Issues created vs resolved | Track your team's progress and backlog trends | Count issues grouped by week/sprint, comparing created vs resolved |
Issues by type | Breakdown showing what types of issues your team handles most | Count issues grouped by |
Top projects by issues | Identify which projects generate the most work | Count issues grouped by |
Issue insights
Understand the composition and distribution of your reported issues. Identify patterns in issue types, priorities, and technical characteristics to inform testing strategies and resource allocation.
Metric | Description | Calculation |
Issues by type | Breakdown showing what types of issues your team handles most | Count issues grouped by |
Issues by priority | Distribution of urgent vs normal work to assess workload pressure | Count issues grouped by |
Top projects by issues | Identify which projects generate the most work | Count issues by |
Issues per reporter | Identify your most active issue reporters | Count issues grouped by |
Issues by device | Identify if problems are mobile, desktop, or tablet-specific | Count issues grouped by |
Issues by OS | Operating systems generating the most issues | Count issues grouped by |
Issues by browser | Browser compatibility problems at a glance | Count issues grouped by |
Issues by viewport | Screen resolutions where issues occur most frequently | Count issues grouped by |
Team performance
Evaluate individual and collective team efficiency. Track resolution speeds, workload distribution, and performance trends to optimize team productivity and identify coaching opportunities.
Metric | Description | Calculation |
Issues created vs resolved | Track your team's progress and backlog trends | Count issues grouped by week/sprint, comparing created vs resolved |
Created vs resolved by assignee | Check who might be overwhelmed | Count created and resolved issues per |
Resolution time trend | Track how resolution speed changes over weeks/months | Median |
Resolution time percentiles | Understand your best, typical, and worst-case resolution times | Calculate 50th, 75th, 90th, 95th percentiles of resolution time |
Resolution time by project | Compare efficiency across different projects | Median |
Resolution time by assignee | Compare resolution speed across team members | Median |
Resolution time by type | See which types of issues take longest to fix | Median |
Resolution time by priority | Verify that urgent issues are resolved faster | Median |
Extra
Calculation notes
Median vs. average
Median values are used for time-based metrics to prevent outliers (weekends, holidays, edge cases) from skewing results.
Resolution time
Calculated from issue creation timestamp to resolution timestamp.
Period comparisons
Previous period matches the selected range length (e.g., last 30 days compares to prior 30 days)
Percentage change calculated as
((current - previous) / previous) × 100
Data exclusions
Deleted issues are excluded from all calculations
Archived issues are excluded from resolution rate calculations
Filtering
Project scope
All projects - Workspace-wide aggregated metrics
Specific project - Individual project performance
Date ranges
Predefined: Today, Last 7 days, Last 30 days, Last 90 days
Custom: Select specific start and end dates
Comparison: Previous period automatically calculated for trend analysis
Hide charts
Customize which charts appear in your workspace insights view. Hidden charts are excluded when printing reports.
To hide charts:
Click the Display button in the top toolbar
Uncheck charts you want to hide
Changes save automatically
Hidden charts:
Won't appear in the dashboard view
Are excluded from printed reports
Don't affect underlying data calculations
Can be re-enabled at any time
This is useful when:
Certain metrics aren't relevant to your workflow
Preparing reports for specific stakeholders
Use cases
Project Managers
Identify resource-heavy projects to adjust allocation
Prove team is meeting commitments with efficiency metrics
Spot overwhelmed team members to redistribute workload
Demonstrate SLA compliance through issue priority breakdown
QA Teams
Focus testing on browsers with highest issue rates
Explain timeline variations through issue type breakdown
Track resolution speed changes to address performance shifts
Team Leads
Match resource allocation to actual urgency distribution
Identify training needs through performance comparisons
Agency Owners
Spot problematic accounts to renegotiate service terms
Justify billing with completed work volume metrics
Limitations
Exports: PDF and CSV exports are not currently available. Workaround: Use your browser's "Print to PDF" function to save and share reports.
Data Freshness: Data is updated every 1h.
Historical Data: Data is retained for 24 months.
Contact us if you have any questions.