Can you trust the numbers in Atlas?

What does Atlas keep track of?

• Atlas keeps customer satisfaction ratings and comments, with trends over time, in a reports dashboard.

  In Atlas's own words: Ratings, comments and trends are available in the CSAT Reports dashboard. How to configure CSAT surveys, read 2026-11-12.

• Atlas keeps ticket, customer and company records that can be downloaded as spreadsheet files.

  In Atlas's own words: Export data lets you download your Atlas data as CSV files. How to export data, read 2026-11-12.

What can make Atlas's numbers look wrong?

1. Satisfaction scores only cover tickets where the team replied, as Atlas's help pages say, so tickets with no reply never get a rating.

   In Atlas's own words: A survey is sent only if an agent replied to the customer at least once on the ticket. How to configure CSAT surveys, read 2026-11-12.

2. Ticket counts can rise when customers write back by text message on a closed issue, because, as Atlas's help pages explain, such an SMS reply opens a new ticket by default.

   In Atlas's own words: A reply creates a new ticket by default. How to close and reopen a ticket, read 2026-11-12.

3. The number of tickets can drop after the fact when two are merged into one, as Atlas's help pages describe.

   In Atlas's own words: Merging tickets combines two related tickets into a single conversation. How to merge tickets, read 2026-11-12.

4. A report total can look too low if a filter is still on, since, as Atlas's help pages say, every number then counts only the matching tickets.

   In Atlas's own words: Every number on the page now reflects only the matching tickets. How to use reports and customer analytics, read 2026-11-12.

How do I check Atlas's numbers myself?

1. Checking a metric's help icon in Atlas shows what it counts before comparing it with another number.

   In Atlas's own words: Use the help icon next to a metric to confirm what it counts. How to use reports and customer analytics, read 2026-11-12.

2. Downloading the data behind a chart lets an owner count the tickets line by line.

   In Atlas's own words: Click the download icon on the chart to download its data as a CSV. How to use reports and customer analytics, read 2026-11-12.

3. Before trusting a report, an owner can confirm the date range, the interval and any filters that are switched on.

   In Atlas's own words: Check the date range, the interval, and any active filters. How to use reports and customer analytics, read 2026-11-12.

How does Atlas work with Feder?

Connect Atlas to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Atlas.

When you connect Atlas, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.

Other apps that feed Experience

• Fairingsurvey responses
• Pendopoll responses

Questions owners ask about Atlas

• Why did my CSAT responses drop in Atlas?Tickets that are still open have not had a survey yet, so a backlog of open tickets can mean fewer ratings.
• Why did my first response time go up in Atlas?When routing is limited to agents on shift, tickets that arrive while few people are on shift have fewer people to go to.
• Why did my tickets outside SLA jump in Atlas?If SLA timers run around the clock, tickets that arrive after hours keep counting toward their target, so more can miss it.

See every connection.

Where do these answers come from?

Everything this page says about Atlas comes from Atlas's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.