Client Health
The Client Health analytics page scores each active client from their ticket activity and contract status, so you can spot accounts that need attention before they churn.
Overview
Client Health lets you:
- See a fleet-wide summary of how many clients are healthy, at risk, or critical
- View the average health score across all active clients, with a month-over-month change
- Review a distribution chart of clients by health status
- Identify the common risk indicators dragging health down (and which clients are affected)
- Drill into a per-client table of scores, ticket volume, open/overdue tickets, response time, revenue, and last activity
Navigate to Analytics → Client Health
Open Analytics in the sidebar, then choose Client Health (/analytics/clients). The Analytics section requires the reports.read permission.
Use the period selector in the page header to change the window used for the metrics:
- Last 7 days
- Last 30 days (default)
- Last 90 days
- Last 12 months
How the health score is calculated
Every active client (status ACTIVE, not archived) starts at a score of 100. Points are then deducted for warning signs and a small bonus is added for an active contract. The final score is clamped to the 0–100 range.
| Factor | Effect on score |
|---|---|
| Ticket volume increase vs. the previous period | −5 if up at all, −10 if up more than 25%, −15 if up more than 50% |
| Average first-response time | −5 over 4h, −10 over 8h, −20 over 24h |
| Overdue tickets (open tickets past their due date) | −5 per overdue ticket |
| Open tickets | −5 if more than 2, −10 if more than 5, −15 if more than 10 |
| Days since last ticket activity | −5 over 30 days, −10 over 60 days, −20 over 90 days |
| Has an active contract | +5 bonus |
First-response time is measured against your organization's business hours when business hours are enabled in SLA settings; otherwise it uses elapsed calendar time.
The score reflects ticketing activity, responsiveness, and contract status only. It does not factor in CSAT/feedback scores, payment history, SLA-compliance percentages, portal logins, or email engagement.
Health status bands
The numeric score maps to a status:
| Score | Status |
|---|---|
| 70–100 | Healthy |
| 40–69 | At Risk |
| 0–39 | Critical |
Summary cards
The top of the page shows four summary cards for the selected period:
| Card | Meaning |
|---|---|
| Total Clients | Count of active clients included in the scoring |
| Healthy | Clients with a score of 70 or higher |
| At Risk | Clients scoring 40–69 |
| Critical | Clients scoring below 40 |
Health Distribution
A pie chart breaks down clients by status (Healthy, At Risk, Critical). The center of the chart shows the average health score across all active clients, labeled Avg Score.
The fleet-wide month-over-month change in the average score is computed from persisted snapshots (see Score history). It shows 0 until there is at least ~30 days of snapshot history to compare against.
Risk Indicators
The Risk Indicators panel lists the common issues affecting client health, with a count and up to five affected client names per indicator. Only indicators with at least one matching client are shown.
| Indicator | Triggered when |
|---|---|
| High Ticket Volume Increase | Ticket volume is up more than 50% vs. the previous period |
| Overdue Tickets | The client has one or more overdue tickets |
| Slow Response Time | Average first-response time exceeds 8 hours |
| No Recent Activity | More than 60 days since the last ticket |
| Contract Expiring Soon | An active contract ends within the next 30 days |
If none of these apply across your client base, the panel shows No risk indicators detected.
Client Health Details table
The table lists individual clients, sorted by health score with the lowest (most at-risk) first. Click a client name to open its detail page.
| Column | Description |
|---|---|
| Client | Client name (links to the client record) |
| Health | Status badge: Healthy, At Risk, or Critical |
| Score | The 0–100 health score |
| Tickets | Ticket volume for the period, with an up/down arrow when it changed |
| Open | Open (not closed) tickets |
| Overdue | Open tickets past their due date |
| Avg Response | Average first-response time, in hours |
| Revenue | Revenue contribution for the period (sum of paid/partial invoice amounts) |
| Last Activity | Days since the client's most recent ticket |
Score history and snapshots
Client health scores are snapshotted to build trend history:
- A nightly background job captures a health-score snapshot for every active client (it runs once per calendar day and won't double-write on a retry).
- Snapshots store the score and status at capture time and are retained for trend charts.
- The per-client health card on a client's detail page shows the live current score plus a 90-day history of those snapshots.
- The month-over-month average-score change on this page is derived from those snapshots.
Tips
- Sort starts with the lowest-scoring clients, so the top of the table is your at-risk worklist.
- A spike in Overdue Tickets is the heaviest individual penalty (−5 each), so clearing overdue work is often the fastest way to lift a client's score.
- The score only reflects ticketing and contract signals — pair it with direct conversations and the client record for a complete picture.
- Use the period selector to compare a short window (7 days) against a longer one (12 months) when deciding whether a dip is a blip or a trend.