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Forepost can compute six of your eight Watchlist metrics from a CSV export of your helpdesk. No OAuth, no integration, no waiting on a vendor app store. Drop the file, watch the metrics populate.

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What you’ll need

A CSV export from one of:

Intercom

Reports → Conversations → Export → CSV.

Zendesk

Explore → Tickets → Export.

Front

Analytics → Conversations → Export → CSV.

HubSpot

Service Hub → Tickets → Actions → Export.
If you use a different tool, choose Other. Forepost will auto-detect by content rather than column name.

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How it works

  1. Settings → Metrics → Import data in the app.
  2. Pick your helpdesk.
  3. Read the export instructions; do the export.
  4. Drop the CSV into the upload zone (up to 20 MB).
  5. Forepost parses the file in your browser, the rows themselves never leave your device.
  6. A preview appears showing the six metrics that will be applied.
  7. Click Apply to workspace to write them into your Settings form, then Save changes.
The status pill at the top shows: Last import · Intercom · 1,847 rows · 12 minutes ago.

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What gets computed

MetricFrom
Weekly volume + week-on-week deltaRow count, last 7 days vs prior 7 days
CSAT + month-on-month deltaAverage rating, last 30 days vs prior 30 days
First response time + deltaMean of first_response_at − created_at
Open ticketsStatus not in closed, resolved, done, solved, archived, completed
Backlog ageDays since the oldest open ticket
One-touch resolution% of last-7-day closed tickets with reply count = 1
CSAT ratings are auto-normalised. Forepost handles 1-5, 1-10, and 0-100 scales without configuration.

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When auto-detection misses something

If Forepost can’t find a created_at-style column it’ll prompt you to pick one, with a friendly message. For everything else you can click ▸ Adjust column mapping to override any guess. Most exports work without ever opening that disclosure.

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What’s not imported

AI deflection rate and agent utilisation stay as user-input fields, helpdesks don’t expose them consistently, so guessing would be worse than asking.

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Privacy

Raw CSV rows are parsed in your browser and never sent to Forepost’s servers. Only the computed aggregate metrics + a small import receipt (helpdesk type, row count, timestamp) are written to your workspace. The CSV file you uploaded is not retained anywhere.