The Leaderboard and how it works

← Ticketing System

If you already have your account set up, you've probably seen the Leaderboard (odometer) in the Admin Header. So what does it do?


Friendly Competition Among Admins    

Customer support can be a challenging job, and it's easy to lose track of how much you're actually accomplishing. 

The leaderboard awards points based on how many replies an Admin makes, their quick replies, and how many Kudos they receive from customers.    

It also shows everyone's scores in comparison to one another. This can add a bit of friendly competition and an element of fun.     

Admins Get Points for Three Things


  1. Replies: Each time you answer a ticket you get 1 point. 
  2. Quick Replies: Quick replies are tickets you respond to in the first hour. You get 3 points for each one.
  3. Kudos: When a customer receives your response, at the bottom is a link that reads:                                                                                                  
When a customer clicks that link, you get a Kudo. Each Kudo is worth 15 points.                                    

LeaderBoard Results:

Types of Leaders:

  • Point Leader: The Admin with the highest combined total of points.  
  • Kudos Leader: The Admin with the highest Kudo's score. 
  • Quick Reply Leader: The Admin with the highest number of Quick Replies.
Viewing Results: 
  • This Week: Scores and results for the last seven days.
  • This Month: Scores for the current month. This is what's shown by default in the header.
  • Last Month: This is helpful if you want to compare scores between months.
  • All Time: Only current Admins are shown in the "All Time" list.

Why did my point total drop to "0"?


At the beginning of each month, the odometer in the Admin Header is reset. It keeps score on a monthly basis.

If you click on the Leaderboard in the header, you'll have the option to go back and view "Last Month's" results. And those points are also included in your "All Time" score. 

Other Knowledge Base Articles You Might Enjoy:


Ticketing System

  1. Set up custom email addresses for tickets with email forwarding
  2. Modify your DNS records to ensure ticket emails reach customers
  3. Auto reply for tickets
  4. Answering tickets via email
  5. Organize tickets and create new queues (folders)
  6. Save your ticket searches
  7. Add a canned response
  8. Add a contact to a ticket
  9. Change who tickets are assigned to by default
  10. Changing the To: address when replying to Tickets
  11. Create a ticket for a customer
  12. Stop spam tickets from the same user
  13. Forward all emails from a Gmail/Google Apps account into the system
  14. Get notified by email when a new ticket comes in
  15. Tag and find tickets quickly
  16. Make your contact form submit into UserVoice
  17. Search for and sort through tickets
  18. The Leaderboard and how it works
  19. Where's the pending status for tickets?
  20. Why Google Apps mailing lists don't work for custom email addresses
  21. Will my ticket response be automatically saved as a draft if I navigate away?
  22. Importing Tickets from an IMAP Server
  23. Bulk Ticket Action Instruction Guide

Feedback and Knowledge Base

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