Customer Support and Voice AI
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Support Operations
AI Support Analytics
One dashboard that shows which contact drivers, resolution times and deflection trends actually need your attention.
Your helpdesk holds the answers to why customers contact you, but its built-in reports rarely say it plainly. This reporting layer reads your ticket data without changing it, groups contact reasons into clear topics, and shows contact drivers, resolution times and deflection trends in one dashboard. It checks its numbers against your history and alerts you when a metric crosses a line you set.
- Contact drivers grouped into clear, readable topics
- Resolution times and deflection trends in one dashboard
- Alerts when a metric crosses a threshold you choose
$5,500
20–30 working days
Optional maintenance $275/mo
What it is
AI Support Analytics is a reporting layer that reads your helpdesk and turns tickets into a plain dashboard: contact drivers, resolution times and deflection trends. It runs on your schedule, checks its numbers against your history, and alerts you when a metric crosses a line you chose.
Why businesses buy it
Support leaders are asked why volume rose, which products cause tickets and whether self-service is working, and too often the answer is a spreadsheet built late at night. Decisions about staffing and product fixes end up resting on guesses. After launch, you have a dashboard built around your own metric definitions, checked against history and delivered on your schedule. The Scope Card lists the data sources, metrics, alerts and delivery channel before you order, so you know exactly what you will see.
Problems this solves
Nobody can say clearly why ticket volume rose last month
The dashboard groups tickets into contact drivers, so a jump in volume can be traced to its cause. It reads up to three helpdesk sources read-only and runs on your schedule.
Building the weekly support report eats a manager's afternoon
Up to 25 defined metrics, such as resolution times and deflection trends, refresh on their own. The report reaches you by email, Slack or the web without any spreadsheet work.
Slipping targets are spotted only at month end
You choose the lines that matter, and up to five alerts fire when a metric crosses one. A rising resolution time can reach you midweek rather than in the monthly review.
A good fit if
Your team already works inside Zendesk, Freshdesk, Intercom, Gorgias, Help Scout or HubSpot Service Hub, and you want one dashboard instead of exporting spreadsheets every week.
You need a clear read on which contact drivers are climbing, where resolution times are slipping, and how much volume your self-service content actually deflects.
You want a recurring report or live dashboard sent to email, Slack or the web, with alerts when a metric crosses a line you set.
You can hand over at least three months of historical helpdesk data and read-only access, with one decision-maker who signs off on the metric definitions.
Not the right fit if
You need to watch live queues and step in on risky conversations as they happen, not review numbers after the fact. See AI Support Supervisor, which oversees AI and human support queues, SLAs and quality in one view.
Your priority is the whole customer account, not just support tickets. See AI Customer Success Agent, which monitors accounts and runs success playbooks.
Your real question is what customers are saying in surveys and free-text feedback, not how fast tickets close. See AI Customer Feedback Intelligence, which groups feedback into themes.
You need more than three read-only data sources, more than twenty-five metrics, or a live write-back into your helpdesk. Add a note at checkout for a Change Quote, or use our Custom AI enquiry form for larger projects.
How it works
- We connect to your helpdesk. Zendesk, Freshdesk, Intercom, Gorgias, Help Scout, HubSpot Service Hub or your website chat widget, using read-only access so nothing in a live conversation is touched.
- We define the metrics with you. Contact drivers, resolution time, first-response time, deflection rate and up to twenty-five recurring questions, each mapped to your own definitions rather than a generic default.
- We check the numbers against your history. Three months of your own data run through the report before launch, so the figures match what your team already tracks by hand.
- The dashboard or recurring report goes live, delivered to the one channel you chose: email, Slack or a web dashboard, on the schedule you set.
- Alerts fire when something moves. Up to five thresholds you define, so a spike in contact volume or a drop in deflection reaches you before a monthly review would catch it.
- You review the report and we hand it off, with two rounds of changes, plus an admin guide and written handover report that explain every chart and alert.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Read-only access to each data source you want reported on.
- Your own definitions for the key metrics, so the numbers match how your team already talks about them.
- At least three months of historical data for us to check the report against.
- The report's recipients and the delivery channel you want to use.
- Admin access and API keys for every connected system, shared by adding our team as a user or creating a key you control, never by email.
- Your business information (company basics, hours and brand voice), shared during intake.
- One decision-maker who can approve the metric definitions and sign off on the finished report.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified, metric definitions agreed.
Weeks 1–2
Data connections built, dashboard layout drafted.
Week 3
Report or dashboard populated with your live data.
Weeks 3–4
Results checked against three months of your historical data.
Week 4
Your review and two rounds of changes.
Go-live
Live, handover report sent, support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $5,500 |
| Express | 15–25 working days | $6,450 |
| Rush | 10–20 working days | $7,450 |
What you receive at handover
- AI Support Analytics configured and deployed, reading your helpdesk on your schedule
- Workflow, prompt and guardrail configuration, plus read-only connections to up to three sources
- One dashboard or recurring report covering up to 25 metrics, with up to five alerts
- A test report showing the numbers checked against three months of your history
- An admin guide and the written handover report
- 30 days of post-launch support
Expected benefits and how to measure them
- Can free up the manager time that currently goes into building reports.
- Makes it easier to explain support trends to leadership in plain terms.
- Helps you act on a rising contact driver before it grows.
- Hours spent on reporting each week
- Ask the manager to log reporting time for two weeks before launch and two weeks after.
- Average resolution time
- Read it from the dashboard and compare the first months live with the three months used in testing.
- Volume of the top contact driver
- Once you act on the biggest driver, track its monthly ticket count in the dashboard to see if it falls.
Before you start: Record how long reporting takes each week, your current resolution time and the main reasons customers contact you.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is one-time. Running the dashboard afterwards is paid in your own accounts, and for a reporting build like this it is mostly AI model usage plus light hosting or scheduler costs: roughly $20 to $150 a month for most support teams.
AI usage during the build and testing is also billed to your accounts, so you keep ownership of every provider relationship. Nothing runs through us.
Ask about running costsCustom requirements
If you need more data sources, more metrics, or a live write-back into your helpdesk, add a note at checkout. You get a written Change Quote, and that work only starts once you accept it. Your original order runs on its normal timeline either way. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
Monthly maintenance covers monitoring, fixes and change hours each month for work such as a new metric, a moved alert threshold or a redesigned chart. It starts after the post-launch support period, bills monthly and can be cancelled any month.
$275/mo (5% of the build price a month, includes 2 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | Built-in helpdesk reporting is bundled into a seat fee you already pay | A custom agency quotes after discovery calls | Ours is one fixed price, shown on this page before you buy |
| Metrics | Built-in reports use the helpdesk's own fixed metric set | An agency agrees scope during the project | Ours is built around your own metric definitions |
| Delivery | Built-in dashboards are available immediately but rarely match how you define a metric | An agency usually takes several weeks, set per project | Ours has a fixed delivery time shown before you buy, with faster options |
| Alerts | A helpdesk usually alerts on its own defaults, not your thresholds | An agency build depends on what was agreed | Ours alerts on up to five thresholds you choose |
| Data sources | A helpdesk's dashboard only sees its own data | An agency build depends on what was agreed | Ours reads up to three of your systems in one view |
Questions about this product
How much does AI Support Analytics cost?
One fixed price covers the whole build and is shown on this page before you buy, with express and rush delivery listed beside it at a set extra cost. The price is fixed once your metric definitions and data sources are agreed, with no discovery-call quoting process to sit through first.
What does AI Support Analytics cost to run each month?
Roughly $20 to $150 a month, covering AI model usage and the hosting or scheduler that keeps the dashboard refreshing on schedule. You pay that directly to your own providers, in your own accounts. Monthly maintenance is optional if you want us managing changes.
How fast can the support dashboard go live?
The delivery time is fixed and shown on this page before you order, and express or rush delivery can bring the launch forward if you need it sooner. Most of the time goes into agreeing your metric definitions and checking the report against three months of history.
What access does AI Support Analytics need to my helpdesk?
Read-only access to each connected system, shared by adding our team as a user or creating a key you control, never by email. Nothing is changed in your live conversations or tickets. We also need at least three months of historical data so the report's numbers can be checked against what your team already tracks.
Can I change which metrics AI Support Analytics tracks after launch?
Yes. Two rounds of changes are included before launch, based on the test report. After that, small changes such as a new metric or a moved alert threshold fit inside the monthly change hours that come with maintenance. A new dashboard or an extra data source is a separate add-on.
Does AI Support Analytics cost anything once the 30 days of support end?
No. The 30 days of post-launch support are included in the build price with nothing extra to pay. After that, monthly maintenance is optional, not required, and you can cancel it in any month if you decide you no longer need ongoing changes to the dashboard.
Who owns the AI Support Analytics dashboard once it is built?
You do. It runs in your own helpdesk, hosting and AI provider accounts, so nothing is tied to us to keep it working. If you ever move away from Upmark Labs, the report configuration and every connection stay in your accounts, not ours, exactly as delivered.
Guides on this topic
All guides Stop guessing which support metrics matter.
Order AI Support Analytics and get a dashboard built around the metrics you actually track, showing what drives contact and where to act next.
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