What changed
See material movement in demand, backlog, service levels, team workload, customer feedback and platform configuration.
Support operations intelligence
See what is happening.
Understand why.
Know what to do next.
Signals turns the latest synced support-platform operational data into clear briefings, explainable health scores, evidence-backed risks and prioritised actions.
Built for support leadersEvidence-backed analysisZendesk and Intercom, live
Representative demo data
OPERATIONAL BRIEFING
Operational briefing
Data current
71/100
OVERALL HEALTH
Operational
3 risks need attention
TICKET VOLUME4.81×
↑ above baseline
STALE BACKLOG28%
↓ improving
Today’s briefing
Ticket volume is materially above the rolling baseline. Break demand down by group, channel, form and creation source to identify whether the increase reflects customer demand, automation or configuration.
Priority actionValidate the source of the volume surge
CriticalDemand surge
Created volume is 381% above normal.
HighAssignment delay
First assignment is averaging 13.7 hours.
OpportunityAI coverage
Automation potential remains underused.
See it early. Act faster.
Understand your support operation, not just the numbers.
Signals brings fragmented operational evidence together and turns it into a clear view of what changed, why it matters and what deserves attention first.
Why it matters
Understand the evidence, thresholds and operational context behind each health score, risk and opportunity.
Where risk is building
Identify both performance problems and the platform rules, routing or structure that may be contributing to them.
What to do next
Focus improvement work through prioritised actions supported by evidence and expected outcomes.
Connected intelligence
Signals connects your operation — and learns what matters to your business.
Support performance is connected. Changes in demand, routing, workload, backlog, SLA and customer experience rarely happen in isolation. Signals links evidence across these domains, then learns from your historical patterns, priorities and operating context.
Connect the operation
See the relationship, not just the movement.
A rise in demand may increase workload for one team, create backlog growth, slow first responses and increase SLA exposure. Signals looks across domains to surface those relationships and explain the wider operational impact.
Learn the context
Understand what normal means for your business.
Signals builds an understanding of your operating patterns, important teams, seasonal behaviour, known events and business priorities. As that context develops, its signals and recommendations become more relevant to your operation.
Example connected insight
Ticket demand increased 34% this week, concentrated in two forms. The additional work is being routed to one team, where open workload has increased 41%. This is contributing to longer first assignment times and rising SLA exposure.
How the intelligence improvesA continuous operational learning loop
Operational data
Demand, backlog, workforce, SLA, CSAT, automation and configuration.
Connected evidence
Signals links movement across domains instead of treating metrics in isolation.
Business context
Historical patterns, priorities, known events and operating constraints shape interpretation.
Signals and explanations
Likely causes, wider consequences and the areas that deserve attention next.
Actions and outcomes
What changed afterwards helps strengthen future analysis and recommendations.
Each cycle adds more evidence about what changed, what mattered and what happened next.
Other tools show metrics in isolation. Signals connects them, interprets them in context and gets smarter over time.
One intelligence layer
From support data to operational decisions.
It unifies support-platform operational data, evaluates performance through deterministic metrics and scoring, and then explains the evidence in plain language.
- ConnectSecurely sync your support-platform operational data.
- UnderstandNormalise activity into consistent metrics across the support lifecycle.
- PrioritiseSurface the risks, opportunities and actions that matter now.
1Support dataTickets · SLA · CSAT · users
2Signals intelligenceConsistent metrics · scoring · analysis
!Risks
↗Opportunities
✓Actions
The core product
Understand today. Investigate the evidence. Improve what happens next.
Four connected capabilities turn the latest synced data into a practical operating view: Briefing, Health, Signals and Ask.
DAILY BRIEFING
Start each day with the operational story
Signals reviews the latest support data and produces a concise briefing covering overall health, unusual movement, developing risks and the most important area to investigate.
- Explains material changes against recent baselines
- Highlights the strongest risks and opportunities
- Recommends a clear focus for the day
- Links every conclusion back to supporting evidence
Daily briefingRepresentative demo data
71/100
Operational health
Three risks need attention today.
Today’s focus
Validate the source of the volume surge
Created tickets are running at 4.81× the rolling baseline. Demand is concentrated in three forms and one automated creation source.
View supporting metricsOpen investigation →
ASK SIGNALS
Ask questions grounded in your own data
Ask is built into each area of the product. It understands the page, the available metrics and the current operational context, so answers are specific rather than generic.
- Investigate backlog age, demand, staffing and SLA pressure
- Explore CSAT comments, AI usage and knowledge coverage
- Use suggested questions based on what Signals detects
- Keep answers grounded in the current Signals dataset
Ask · BacklogRepresentative demo data
Which backlog segment should we clear first?
S
Prioritise unassigned tickets aged 8–14 days.
This segment contains 186 tickets, is growing faster than the wider backlog and has the highest concentration of breached first-response targets.
186 tickets+22% in 7 days41% breached
Ask a follow-up question →
HEALTH SCORES & DOMAINS
See where the operation is healthy—and where it is not
The overall health score is built from explainable domain scores. Each domain combines deterministic metrics, thresholds and evidence so the result can be challenged and acted upon.
- Overall health with trend and operational band
- Domain-level scores for each part of support
- Triggered risks, contributing metrics and thresholds
- Recommended actions tied to the weakest areas
Domain Health
Representative demo dataOperational domains
Scored operational domains used to calculate the overall support health position.
Backlog
CSAT
Workforce
Ticket Lifecycle Health
Team Efficiency
Operational Structure
AI Work
Efficiency
Knowledge
THE SIGNAL ENGINE
It evaluates both the operation and the platform behind it
Signals looks beyond headline metrics. It evaluates what is happening in the support operation and whether the underlying setup is creating avoidable drag.
65named operational and architecture signals
01
OPERATIONAL PERFORMANCE
What is happening in support
Signals evaluates demand, flow, service quality, workload and operational structure across the support lifecycle.
BacklogVolumeEfficiencyTeam efficiencyLifecycle integrityCSATSLAKnowledgeAI workStructureMaintainability
REPRESENTATIVE SIGNALS
High stale backlogOpen work is ageing beyond expected thresholds.
Volume spike vs rolling averageCurrent demand is materially outside its recent pattern.
Concentrated team loadToo much active work is held by a small part of the team.
Low CSAT survey coverageThe available feedback may not represent the wider operation.
02
PLATFORM & ARCHITECTURE HEALTH
Whether the setup is creating drag
Signals examines the rules, routing, forms, fields and knowledge structure that shape support performance.
GovernanceRouting architectureLifecycle governanceKnowledge & AIPlatform structurePlatform maintainability
REPRESENTATIVE SIGNALS
Trigger conflicts detectedRules may be competing or producing inconsistent outcomes.
Fragmented intakeRequest capture is split across overlapping entry points.
Duplicate workflowsSimilar processes increase maintenance and reporting complexity.
Notification storm riskConfiguration may be generating unnecessary operational noise.
How severity works
Signals does not assign a fixed severity to each signal. It evaluates the latest metric against defined thresholds, then derives impact and severity from the evidence.
Across the product
Detailed analysis where support teams need it.
The homepage focuses on the intelligence layer. Underneath it, Signals provides dedicated views for the operational areas teams investigate and manage.
Backlog
Open work, ageing, silent tickets, growth and backlog-linked SLA pressure.
Workforce & team efficiency
Capacity, workload concentration, handoffs, reply speed and throughput drag.
CSAT & SLA
Customer sentiment, survey coverage, policy presence and breach exposure.
Timeline
A concise comparison view of the operation, key movements and current pressure.
Planning & modelling
Explore growth, staffing and operational scenarios before committing resources.
Reports
Share evidence-backed findings, operational health and recommended priorities.
Configuration audit
Review triggers, routing, forms, fields, knowledge and maintainability risks.
Data coverage
See what Signals can evaluate, where evidence is incomplete and where telemetry gaps remain.
Who it is for
Built for people accountable for support performance.
Support leaders
Understand operational health without piecing together multiple reports.
Operations teams
Find root causes, prioritise interventions and assess the impact of operational changes.
Consultants
Accelerate diagnostics with consistent evidence and repeatable analysis.
Executive teams
See operational risk, capacity and service performance in clear language.
Integrations
One way of measuring, whatever the platform.
Every support platform reports performance in its own way, so the numbers only mean something inside the tool that produced them. Signals rewrites what it reads into one set of definitions, so a breach, a reply time or an escalation is measured the same way wherever it came from.
Zendesk
LiveFull sync across the support lifecycle. Every domain score, signal and briefing on this page can be produced from a connected Zendesk workspace today.
TicketsSLA policies & eventsAgents & groupsReply & resolution timesCSATTriggers, forms & fields
Intercom
LiveThe same depth, read in Intercom's own terms and measured against the same definitions — which is what makes the two comparable side by side.
ConversationsSLA targetsTeammates & teamsReply & close timesConversation ratingsWorkflows & inboxes
Freshdesk
In buildAdapter in development, same definitions.
Not a closed list. If the evidence exists in your platform, the adapter can usually reach it — tell us what you run.
Choose your plan
Choose the history, refresh frequency and level of intelligence that fits your team.
Core
Essential support performance monitoring.
£400/month
Base plan
Platform
- 1 provider integration
- 6 months of data history
- Automatic refresh once per day
Operational Intelligence
- Core operational domains
- Daily operational briefing
- Health Score & Signals
- AI recommendations
- Evidence & diagnostics
- Historical analysis (6 months)
Most Popular
Insight
Core with a longer reporting window and planning tools.
£500/month
+£100/month, £500/month total
Everything in Core, plus
- 12 months of data history
- Automatic refresh every 6 hours
Planning
- Workforce Planner
- Scenario Planner
Developer & Platform
- Early access to new features
Coming Soon
Enterprise
Multiple integrations and organisation-wide operational intelligence.
£600/month
+£200/month, £600/month total
Everything in Insight, plus
- Up to 3 provider integrations
- Automatic refresh every hour
- Cross-domain intelligence
Planning
- Growth Modeller
Developer & Platform
- API access
Bring hidden support risk into focus
See what is changing and what needs attention next.
Connect your workspace to turn the latest synced operational data into briefings, health scores, evidence-backed risks and priorities.