Support is the part of a shop that everyone feels and nobody measures. You know it was a heavy week. You could not tell anyone by how much, or whether it was heavier than the week your traffic doubled, because the tickets are in one place and the traffic is in another.
Run Helpie and Squizzie together and there are eleven tiles for it.
What you get
Tickets opened, tickets closed, open tickets, and average hours to close. Chats started, chats escalated, escalation rate, and chat satisfaction. AI tokens used. Plus two breakdowns: tickets by status and tickets by source.
Why it’s worth having
Escalation rate is the one to watch. It’s the proportion of chats the assistant handed to a human, and it’s the honest measure of whether your content is answering people. A rising escalation rate usually means your site has stopped covering something customers now ask about, which is a content problem wearing a support costume.
AI tokens used is your bill. Helpie runs on your own Anthropic key, so the cost is yours directly rather than bundled into a subscription. Having that figure in the same report as your order count tells you what support actually costs per sale, which is a number most shops never see.
Average hours to close, next to your traffic, tells you whether a slow week was a busy week or a distracted one.
The thing it makes possible
Support volume against sales volume, in one report, over the same dates.
That comparison answers a question that matters when you’re deciding whether to hire: is support growing in proportion to the shop, or faster? Faster means something is wrong upstream, in the product pages or the shipping copy or the returns process, and more staff would be treating the symptom.
Where it shows up
Anywhere Squizzie reports: the dashboard, a report you compose, the branded PDF, the scheduled email, and the Sheets export.
Turning it on
Nothing to configure. Install both and the tiles appear in Squizzie’s list when you build a report.