feat(helpdesk): add customer engagement analytics page [skip ci]

New "Customer analytics" page under Monitoring: surfaces who is actively in contact vs. who has gone quiet, so the team can reach out before a customer slips away. - KPI tiles: total / active / no-contact / never-in-contact - "Customers without recent contact" — longest silence first - "Top customers by communication" — most ticket activity in the period - Configurable no-contact threshold (helpdesk settings, default 60 days) CustomerEngagementService aggregates the global ticket snapshot per customer (same single-pull model as RiskRadarService — no N+1 to BC). Last contact is the most recent ticket activity; silence beyond the threshold flags the customer. Revenue ranking deferred (BC OData exposes no per-customer ledger). All within modules/helpdesk/. Tests + PHPStan green. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
2026-06-25 10:30:05 +02:00
parent 2924407450
commit 14da36e83a
16 changed files with 1150 additions and 46 deletions
--- a/modules/helpdesk/i18n/default_de.json
+++ b/modules/helpdesk/i18n/default_de.json
@@ -130,9 +130,9 @@
  "Close rate": "Close-Rate",
  "Avg. resolution": "Ø Lösungszeit",
  "Open backlog": "Offene Tickets",
-  "kpi_tooltip_close_rate": "Geschlossene \u00f7 erstellte Tickets im Zeitraum. \u00dcber 1\u00d7 = R\u00fcckstau wird abgebaut.",
+  "kpi_tooltip_close_rate": "Geschlossene ÷ erstellte Tickets im Zeitraum. Über 1× = Rückstau wird abgebaut.",
  "kpi_tooltip_resolution": "Median der Bearbeitungsdauer aller im Zeitraum geschlossenen Tickets.",
-  "kpi_tooltip_backlog": "Aktueller Stand aller offenen Tickets \u2013 unabh\u00e4ngig vom gew\u00e4hlten Zeitraum. Zeigt den R\u00fcckstau.",
+  "kpi_tooltip_backlog": "Aktueller Stand aller offenen Tickets – unabhängig vom gewählten Zeitraum. Zeigt den Rückstau.",
  "Backlog shrinking": "Rückstau wird abgebaut",
  "Backlog growing": "Rückstau wächst",
  "unassigned": "ohne Bearbeiter",
@@ -372,7 +372,7 @@
  "Back to list": "Zurück zur Liste",
  "Save & close": "Speichern & schließen",
  "Software product updated": "Software-Produkt aktualisiert",
-  "Software product not found": "Software-Produkt nicht gefunden",
+  "Software product not found": "Softwareprodukt nicht gefunden",
  "Product details": "Produktdetails",
  "Enter product name...": "Produktname eingeben...",
  "Name must not exceed 255 characters": "Name darf maximal 255 Zeichen lang sein",
@@ -436,8 +436,6 @@
  "Create handover": "Übergabe erstellen",
  "Continue": "Weiter",
  "Cancel": "Abbrechen",
-  "Back": "Zurück",
-  "Back to list": "Zurück zur Liste",
  "Please select a customer": "Bitte wählen Sie einen Kunden",
  "Please select a software product": "Bitte wählen Sie ein Softwareprodukt",
  "Software product has no handover protocol schema": "Softwareprodukt hat kein Übergabeprotokoll-Schema",
@@ -445,27 +443,22 @@
  "Please complete step 1 first": "Bitte schließen Sie zuerst Schritt 1 ab",
  "Debitor number is required": "Debitornummer ist erforderlich",
  "Software product is required": "Softwareprodukt ist erforderlich",
-  "Software product not found": "Softwareprodukt nicht gefunden",
  "Failed to create handover": "Übergabe konnte nicht erstellt werden",
  "You do not have permission to edit this handover": "Sie haben keine Berechtigung, diese Übergabe zu bearbeiten",
  "You do not have permission to set this status": "Sie haben keine Berechtigung, diesen Status zu setzen",
  "Invalid status": "Ungültiger Status",
  "Unknown field: %s": "Unbekanntes Feld: %s",
  "%s is required": "%s ist erforderlich",
-  "Failed to save": "Speichern fehlgeschlagen",
  "Failed to update status": "Status konnte nicht aktualisiert werden",
  "No protocol fields defined.": "Keine Protokollfelder definiert.",
  "Please select...": "Bitte auswählen...",
-  "Handover protocol": "Übergabeprotokoll",
  "Change status": "Status ändern",
-  "Customer": "Kunde",
  "Debitor No.": "Debitornr.",
  "Progress": "Fortschritt",
  "Created by": "Erstellt von",
  "Search handovers...": "Übergaben suchen...",
  "ID": "ID",
  "History": "Verlauf",
-  "Current": "Aktuell",
  "Viewing version %d": "Version %d wird angezeigt",
  "compared with version %d": "verglichen mit Version %d",
  "Back to current": "Zurück zur aktuellen Version",
@@ -475,7 +468,6 @@
  "Failed to restore": "Wiederherstellen fehlgeschlagen",
  "Only managers can restore revisions": "Nur Manager können Versionen wiederherstellen",
  "Revision not found": "Version nicht gefunden",
-  "Created": "Erstellt",
  "Fields changed": "Felder geändert",
  "Status changed": "Status geändert",
  "Fields and status changed": "Felder und Status geändert",
@@ -521,11 +513,8 @@
  "Ticket status": "Ticketstatus",
  "Assignment": "Zuweisung",
  "Resolved": "Erledigt",
-  "Closed": "Geschlossen",
-  "Open": "Offen",
  "Assign update": "Update zuweisen",
  "Assign": "Zuweisen",
-  "Unassigned": "Nicht zugewiesen",
  "Assigned": "Zugewiesen",
  "Update": "Update",
  "Hotfix": "Hotfix",
@@ -537,8 +526,6 @@
  "Update assigned successfully": "Update erfolgreich zugewiesen",
  "Failed to assign update": "Update konnte nicht zugewiesen werden",
  "Select domain...": "Domain auswählen...",
-  "Loading domains...": "Domains werden geladen...",
-  "No domains found for this customer": "Keine Domains für diesen Kunden gefunden",
  "No updates for this domain yet": "Noch keine Updates für diese Domain",
  "Search updates...": "Updates suchen...",
  "Open in Gitea": "In Gitea öffnen",
@@ -547,9 +534,7 @@
  "View software updates list": "Software-Updates-Liste anzeigen",
  "Assign and manage software updates": "Software-Updates zuweisen und verwalten",
  "Security level": "Sicherheitsstufe",
-  "Low": "Niedrig",
  "Normal": "Normal",
-  "High": "Hoch",
  "Critical": "Kritisch",
  "Save failed": "Speichern fehlgeschlagen",
  "Invalid CSRF token": "Ungültiges CSRF-Token",
@@ -557,13 +542,10 @@
  "Missing domain number": "Domain-Nummer fehlt",
  "Invalid security level": "Ungültige Sicherheitsstufe",
  "Failed to save security level": "Sicherheitsstufe konnte nicht gespeichert werden",
-
  "Under review": "In Prüfung",
-  "Assignment": "Zuweisung",
  "Assigned to": "Zugewiesen an",
  "Assigned at": "Zugewiesen am",
  "Not assigned yet": "Noch nicht zugewiesen",
-  "Assign": "Zuweisen",
  "Change assignment": "Zuweisung ändern",
  "Assign handover": "Übergabe zuweisen",
  "Assign to": "Zuweisen an",
@@ -586,7 +568,6 @@
  "Failed to submit for review": "Einreichen zur Prüfung fehlgeschlagen",
  "You are not assigned to this handover": "Sie sind dieser Übergabe nicht zugewiesen",
  "Handover cannot be submitted for review in its current status": "Übergabe kann im aktuellen Status nicht zur Prüfung eingereicht werden",
-  "In progress": "In Bearbeitung",
  "Done": "Abgeschlossen",
  "Assigned to (column)": "Zugewiesen an",
  "How do you want to proceed?": "Wie möchten Sie vorgehen?",
@@ -602,5 +583,24 @@
  "Please select an employee to assign": "Bitte wählen Sie einen Mitarbeiter aus",
  "Delete handover": "Übergabe löschen",
  "Delete this handover?": "Diese Übergabe löschen?",
-  "Handover deleted": "Übergabe gelöscht"
+  "Handover deleted": "Übergabe gelöscht",
+  "Customer analytics": "Kundenanalyse",
+  "No-contact threshold": "Kein-Kontakt-Schwelle",
+  "Could not load customer analytics.": "Kundenanalyse konnte nicht geladen werden.",
+  "No customer data available.": "Keine Kundendaten verfügbar.",
+  "No contact": "Kein Kontakt",
+  "Never in contact": "Nie in Kontakt",
+  "days ago": "Tage her",
+  "never": "nie",
+  "Tickets in period": "Tickets im Zeitraum",
+  "Last contact": "Letzter Kontakt",
+  "Customers without recent contact": "Kunden ohne jüngsten Kontakt",
+  "Longest silence first — consider reaching out.": "Längste Funkstille zuerst — Kontaktaufnahme erwägen.",
+  "Top customers by communication": "Top-Kunden nach Kommunikation",
+  "Most ticket activity in the selected period.": "Meiste Ticket-Aktivität im gewählten Zeitraum.",
+  "Every customer has been in contact recently.": "Alle Kunden waren kürzlich in Kontakt.",
+  "No communication recorded in the selected period.": "Keine Kommunikation im gewählten Zeitraum erfasst.",
+  "Customer engagement": "Kundenbindung",
+  "No-contact threshold (days)": "Kein-Kontakt-Schwelle (Tage)",
+  "Customers without any communication for longer than this are flagged in the customer analytics view.": "Kunden ohne jegliche Kommunikation über diesen Zeitraum hinaus werden in der Kundenanalyse markiert."
 }
--- a/modules/helpdesk/i18n/default_en.json
+++ b/modules/helpdesk/i18n/default_en.json
@@ -130,9 +130,9 @@
  "Close rate": "Close rate",
  "Avg. resolution": "Avg. resolution",
  "Open backlog": "Open tickets",
-  "kpi_tooltip_close_rate": "Closed \u00f7 created tickets in period. Above 1\u00d7 = open ticket queue is shrinking.",
+  "kpi_tooltip_close_rate": "Closed ÷ created tickets in period. Above 1× = open ticket queue is shrinking.",
  "kpi_tooltip_resolution": "Median processing time of all tickets closed in the selected period.",
-  "kpi_tooltip_backlog": "Current snapshot of all open tickets \u2013 independent of the selected period. Shows the pending queue.",
+  "kpi_tooltip_backlog": "Current snapshot of all open tickets – independent of the selected period. Shows the pending queue.",
  "Backlog shrinking": "Queue shrinking",
  "Backlog growing": "Queue growing",
  "unassigned": "unassigned",
@@ -436,8 +436,6 @@
  "Create handover": "Create handover",
  "Continue": "Continue",
  "Cancel": "Cancel",
-  "Back": "Back",
-  "Back to list": "Back to list",
  "Please select a customer": "Please select a customer",
  "Please select a software product": "Please select a software product",
  "Software product has no handover protocol schema": "Software product has no handover protocol schema",
@@ -445,27 +443,22 @@
  "Please complete step 1 first": "Please complete step 1 first",
  "Debitor number is required": "Debitor number is required",
  "Software product is required": "Software product is required",
-  "Software product not found": "Software product not found",
  "Failed to create handover": "Failed to create handover",
  "You do not have permission to edit this handover": "You do not have permission to edit this handover",
  "You do not have permission to set this status": "You do not have permission to set this status",
  "Invalid status": "Invalid status",
  "Unknown field: %s": "Unknown field: %s",
  "%s is required": "%s is required",
-  "Failed to save": "Failed to save",
  "Failed to update status": "Failed to update status",
  "No protocol fields defined.": "No protocol fields defined.",
  "Please select...": "Please select...",
-  "Handover protocol": "Handover protocol",
  "Change status": "Change status",
-  "Customer": "Customer",
  "Debitor No.": "Debitor No.",
  "Progress": "Progress",
  "Created by": "Created by",
  "Search handovers...": "Search handovers...",
  "ID": "ID",
  "History": "History",
-  "Current": "Current",
  "Viewing version %d": "Viewing version %d",
  "compared with version %d": "compared with version %d",
  "Back to current": "Back to current",
@@ -475,7 +468,6 @@
  "Failed to restore": "Failed to restore",
  "Only managers can restore revisions": "Only managers can restore revisions",
  "Revision not found": "Revision not found",
-  "Created": "Created",
  "Fields changed": "Fields changed",
  "Status changed": "Status changed",
  "Fields and status changed": "Fields and status changed",
@@ -521,11 +513,8 @@
  "Ticket status": "Ticket status",
  "Assignment": "Assignment",
  "Resolved": "Resolved",
-  "Closed": "Closed",
-  "Open": "Open",
  "Assign update": "Assign update",
  "Assign": "Assign",
-  "Unassigned": "Unassigned",
  "Assigned": "Assigned",
  "Update": "Update",
  "Hotfix": "Hotfix",
@@ -537,8 +526,6 @@
  "Update assigned successfully": "Update assigned successfully",
  "Failed to assign update": "Failed to assign update",
  "Select domain...": "Select domain...",
-  "Loading domains...": "Loading domains...",
-  "No domains found for this customer": "No domains found for this customer",
  "No updates for this domain yet": "No updates for this domain yet",
  "Search updates...": "Search updates...",
  "Open in Gitea": "Open in Gitea",
@@ -547,9 +534,7 @@
  "View software updates list": "View software updates list",
  "Assign and manage software updates": "Assign and manage software updates",
  "Security level": "Security level",
-  "Low": "Low",
  "Normal": "Normal",
-  "High": "High",
  "Critical": "Critical",
  "Save failed": "Save failed",
  "Invalid CSRF token": "Invalid CSRF token",
@@ -557,13 +542,10 @@
  "Missing domain number": "Missing domain number",
  "Invalid security level": "Invalid security level",
  "Failed to save security level": "Failed to save security level",
-
  "Under review": "Under review",
-  "Assignment": "Assignment",
  "Assigned to": "Assigned to",
  "Assigned at": "Assigned at",
  "Not assigned yet": "Not assigned yet",
-  "Assign": "Assign",
  "Change assignment": "Change assignment",
  "Assign handover": "Assign handover",
  "Assign to": "Assign to",
@@ -586,7 +568,6 @@
  "Failed to submit for review": "Failed to submit for review",
  "You are not assigned to this handover": "You are not assigned to this handover",
  "Handover cannot be submitted for review in its current status": "Handover cannot be submitted for review in its current status",
-  "In progress": "In progress",
  "Done": "Done",
  "Assigned to (column)": "Assigned to",
  "How do you want to proceed?": "How do you want to proceed?",
@@ -602,5 +583,24 @@
  "Please select an employee to assign": "Please select an employee to assign",
  "Delete handover": "Delete handover",
  "Delete this handover?": "Delete this handover?",
-  "Handover deleted": "Handover deleted"
+  "Handover deleted": "Handover deleted",
+  "Customer analytics": "Customer analytics",
+  "No-contact threshold": "No-contact threshold",
+  "Could not load customer analytics.": "Could not load customer analytics.",
+  "No customer data available.": "No customer data available.",
+  "No contact": "No contact",
+  "Never in contact": "Never in contact",
+  "days ago": "days ago",
+  "never": "never",
+  "Tickets in period": "Tickets in period",
+  "Last contact": "Last contact",
+  "Customers without recent contact": "Customers without recent contact",
+  "Longest silence first — consider reaching out.": "Longest silence first — consider reaching out.",
+  "Top customers by communication": "Top customers by communication",
+  "Most ticket activity in the selected period.": "Most ticket activity in the selected period.",
+  "Every customer has been in contact recently.": "Every customer has been in contact recently.",
+  "No communication recorded in the selected period.": "No communication recorded in the selected period.",
+  "Customer engagement": "Customer engagement",
+  "No-contact threshold (days)": "No-contact threshold (days)",
+  "Customers without any communication for longer than this are flagged in the customer analytics view.": "Customers without any communication for longer than this are flagged in the customer analytics view."
 }
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/CustomerEngagementService.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/CustomerEngagementService.php
@@ -0,0 +1,235 @@
+<?php
+
+namespace MintyPHP\Module\Helpdesk\Service;
+
+/**
+ * Customer engagement analytics — aggregates communication signals per customer
+ * to surface who is actively engaged and who has gone quiet ("kein Kontakt").
+ *
+ * "Communication" is any ticket activity in the period (a created or updated
+ * ticket counts as contact). The most recent ticket activity date is the
+ * customer's "last contact". Customers whose last contact is older than the
+ * configured inactivity threshold are flagged as silent so the team can decide
+ * to reach out proactively.
+ *
+ * Pure transform (no I/O, no DI): the data endpoint fetches the global ticket
+ * snapshot and passes it in, this aggregates and scores. Mirrors the design of
+ * RiskRadarService (per-customer aggregation over one global ticket pull).
+ */
+final class CustomerEngagementService
+{
+    private const SECONDS_PER_DAY = 86400;
+
+    /**
+     * Build the complete engagement dataset.
+     *
+     * @api Used by the helpdesk/analytics-data endpoint
+     *
+     * @param array<int, array<string, mixed>> $tickets         Raw OData tickets (global snapshot)
+     * @param int                              $periodDays      Look-back window in days (e.g. 30/60/90/180/365)
+     * @param int                              $inactivityDays  Silence threshold; last contact older than this => "no contact"
+     * @param int                              $nowTs           Current unix timestamp (injected for testability)
+     * @param bool                             $truncated       Whether the ticket set was capped
+     *
+     * @return array{
+     *   summary: array{total_customers: int, active: int, silent: int, no_contact_ever: int, tickets_total: int},
+     *   silent: list<array<string, mixed>>,
+     *   top_communication: list<array<string, mixed>>,
+     *   meta: array{period_days: int, inactivity_days: int, tickets_total: int, truncated: bool, confidence: string, generated_ts: int}
+     * }
+     */
+    public static function buildEngagement(
+        array $tickets,
+        int $periodDays,
+        int $inactivityDays,
+        int $nowTs,
+        bool $truncated = false
+    ): array {
+        $periodStart = $nowTs - ($periodDays * self::SECONDS_PER_DAY);
+        $inactivityCutoff = $nowTs - ($inactivityDays * self::SECONDS_PER_DAY);
+
+        // Aggregate per customer across the whole snapshot.
+        $customers = [];
+        foreach ($tickets as $ticket) {
+            $customerNo = trim((string) ($ticket['Customer_No'] ?? ''));
+            if ($customerNo === '') {
+                continue;
+            }
+
+            if (!isset($customers[$customerNo])) {
+                $customers[$customerNo] = [
+                    'customer_no' => $customerNo,
+                    'customer_name' => trim((string) ($ticket['Cust_Name'] ?? '')),
+                    'ticket_count_period' => 0,
+                    'ticket_count_total' => 0,
+                    'last_contact_ts' => null,
+                ];
+            }
+
+            // Keep the first non-empty name we encounter.
+            if ($customers[$customerNo]['customer_name'] === '') {
+                $customers[$customerNo]['customer_name'] = trim((string) ($ticket['Cust_Name'] ?? ''));
+            }
+
+            $customers[$customerNo]['ticket_count_total']++;
+
+            $activityTs = self::resolveActivityTimestamp($ticket);
+            if ($activityTs !== null) {
+                if ($activityTs >= $periodStart) {
+                    $customers[$customerNo]['ticket_count_period']++;
+                }
+                if ($customers[$customerNo]['last_contact_ts'] === null
+                    || $activityTs > $customers[$customerNo]['last_contact_ts']) {
+                    $customers[$customerNo]['last_contact_ts'] = $activityTs;
+                }
+            }
+        }
+
+        $active = 0;
+        $silent = 0;
+        $noContactEver = 0;
+        $silentRows = [];
+        $topRows = [];
+
+        foreach ($customers as $c) {
+            $lastContactTs = $c['last_contact_ts'];
+            $daysSinceContact = $lastContactTs !== null
+                ? intdiv(max(0, $nowTs - $lastContactTs), self::SECONDS_PER_DAY)
+                : null;
+
+            $status = self::classify($lastContactTs, $inactivityCutoff);
+            if ($status === 'active') {
+                $active++;
+            } elseif ($status === 'no_contact_ever') {
+                $noContactEver++;
+            } else {
+                $silent++;
+            }
+
+            $row = [
+                'customer_no' => $c['customer_no'],
+                'customer_name' => $c['customer_name'],
+                'ticket_count_period' => $c['ticket_count_period'],
+                'ticket_count_total' => $c['ticket_count_total'],
+                'last_contact_ts' => $lastContactTs,
+                'last_contact_iso' => $lastContactTs !== null ? gmdate('Y-m-d', $lastContactTs) : null,
+                'days_since_contact' => $daysSinceContact,
+                'status' => $status,
+            ];
+
+            if ($status !== 'active') {
+                $silentRows[] = $row;
+            }
+            $topRows[] = $row;
+        }
+
+        // Silent list: longest silence first; "never" customers sink to the bottom
+        // (no actionable last-contact date). Tie-break by customer_no.
+        usort($silentRows, static function (array $a, array $b): int {
+            $aDays = $a['days_since_contact'];
+            $bDays = $b['days_since_contact'];
+            if ($aDays === null && $bDays === null) {
+                return strcmp((string) $a['customer_no'], (string) $b['customer_no']);
+            }
+            if ($aDays === null) {
+                return 1;
+            }
+            if ($bDays === null) {
+                return -1;
+            }
+            if ($aDays !== $bDays) {
+                return $bDays <=> $aDays;
+            }
+
+            return strcmp((string) $a['customer_no'], (string) $b['customer_no']);
+        });
+
+        // Top by communication: most tickets in the period first, then total,
+        // then most recent contact. Tie-break by customer_no.
+        usort($topRows, static function (array $a, array $b): int {
+            if ($a['ticket_count_period'] !== $b['ticket_count_period']) {
+                return $b['ticket_count_period'] <=> $a['ticket_count_period'];
+            }
+            if ($a['ticket_count_total'] !== $b['ticket_count_total']) {
+                return $b['ticket_count_total'] <=> $a['ticket_count_total'];
+            }
+            $aTs = $a['last_contact_ts'] ?? 0;
+            $bTs = $b['last_contact_ts'] ?? 0;
+            if ($aTs !== $bTs) {
+                return $bTs <=> $aTs;
+            }
+
+            return strcmp((string) $a['customer_no'], (string) $b['customer_no']);
+        });
+
+        // Top list only makes sense for customers with communication in the period.
+        $topRows = array_values(array_filter(
+            $topRows,
+            static fn (array $r): bool => $r['ticket_count_period'] > 0
+        ));
+
+        return [
+            'summary' => [
+                'total_customers' => count($customers),
+                'active' => $active,
+                'silent' => $silent,
+                'no_contact_ever' => $noContactEver,
+                'tickets_total' => count($tickets),
+            ],
+            'silent' => array_slice($silentRows, 0, 100),
+            'top_communication' => array_slice($topRows, 0, 25),
+            'meta' => [
+                'period_days' => $periodDays,
+                'inactivity_days' => $inactivityDays,
+                'tickets_total' => count($tickets),
+                'truncated' => $truncated,
+                'confidence' => $truncated ? 'medium' : 'high',
+                'generated_ts' => $nowTs,
+            ],
+        ];
+    }
+
+    /**
+     * Classify a customer's engagement from their last contact timestamp.
+     *
+     * @return 'active'|'silent'|'no_contact_ever'
+     */
+    private static function classify(?int $lastContactTs, int $inactivityCutoff): string
+    {
+        if ($lastContactTs === null) {
+            return 'no_contact_ever';
+        }
+
+        return $lastContactTs >= $inactivityCutoff ? 'active' : 'silent';
+    }
+
+    private static function parseTimestamp(string $value): ?int
+    {
+        $value = trim($value);
+        if ($value === '' || str_starts_with($value, '0001-01-01')) {
+            return null;
+        }
+
+        $ts = strtotime($value);
+
+        return is_int($ts) ? $ts : null;
+    }
+
+    /**
+     * Most recent signal for a ticket: prefer Last_Activity_Date, fall back to Created_On.
+     *
+     * @param array<string, mixed> $ticket
+     */
+    private static function resolveActivityTimestamp(array $ticket): ?int
+    {
+        $lastActivity = trim((string) ($ticket['Last_Activity_Date'] ?? ''));
+        if (!str_starts_with($lastActivity, '0001-01-01')) {
+            $ts = strtotime($lastActivity);
+            if (is_int($ts)) {
+                return $ts;
+            }
+        }
+
+        return self::parseTimestamp((string) ($ticket['Created_On'] ?? ''));
+    }
+}
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorCacheControl.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/DebitorCacheControl.php
@@ -97,6 +97,11 @@ final class DebitorCacheControl
        return 'module.helpdesk.risk-radar.v1.' . $tenantScope . '.' . $periodDays;
    }

+    public static function engagementKey(string $tenantScope, int $periodDays): string
+    {
+        return 'module.helpdesk.engagement.v1.' . $tenantScope . '.' . $periodDays;
+    }
+
    /** @api Used by BcODataGateway::fetchUpdateTickets() */
    public static function updateTicketsKey(string $tenantScope): string
    {
--- a/modules/helpdesk/lib/Module/Helpdesk/Service/HelpdeskSettingsGateway.php
+++ b/modules/helpdesk/lib/Module/Helpdesk/Service/HelpdeskSettingsGateway.php
@@ -24,6 +24,13 @@ class HelpdeskSettingsGateway
    public const KEY_OAUTH_TOKEN_ENDPOINT = 'helpdesk.bc_oauth_token_endpoint';
    public const KEY_SYSTEM_RECOMMENDATIONS_CONFIG = 'helpdesk.system_recommendations_config';
    public const KEY_CONTROLLING_RISK_CONFIG = 'helpdesk.controlling_risk_config';
+    /** @api Read in helpdesk/settings + analytics pages */
+    public const KEY_INACTIVITY_THRESHOLD_DAYS = 'helpdesk.inactivity_threshold_days';
+
+    /** @api Default surfaced in views + tests */
+    public const DEFAULT_INACTIVITY_THRESHOLD_DAYS = 60;
+    private const MIN_INACTIVITY_THRESHOLD_DAYS = 7;
+    private const MAX_INACTIVITY_THRESHOLD_DAYS = 365;

    public const AUTH_MODE_BASIC = 'basic';
    public const AUTH_MODE_OAUTH2 = 'oauth2';
@@ -518,6 +525,49 @@ class HelpdeskSettingsGateway
        return $normalized;
    }

+    /**
+     * Days of silence after which a customer is flagged as "no contact".
+     * Clamped to a sane range; falls back to the default on invalid/empty values.
+     *
+     * @api Used by helpdesk/analytics + helpdesk/settings pages
+     */
+    public function getInactivityThresholdDays(): int
+    {
+        $value = $this->settingsMetadataGateway->getValue(self::KEY_INACTIVITY_THRESHOLD_DAYS);
+        $value = trim((string) ($value ?? ''));
+        if ($value === '' || !is_numeric($value)) {
+            return self::DEFAULT_INACTIVITY_THRESHOLD_DAYS;
+        }
+
+        return max(
+            self::MIN_INACTIVITY_THRESHOLD_DAYS,
+            min(self::MAX_INACTIVITY_THRESHOLD_DAYS, (int) $value)
+        );
+    }
+
+    /** @api Used by the helpdesk/settings page */
+    public function setInactivityThresholdDays(?int $days): bool
+    {
+        if ($days === null) {
+            return $this->settingsMetadataGateway->set(
+                self::KEY_INACTIVITY_THRESHOLD_DAYS,
+                null,
+                'helpdesk.inactivity_threshold_days'
+            );
+        }
+
+        $clamped = max(
+            self::MIN_INACTIVITY_THRESHOLD_DAYS,
+            min(self::MAX_INACTIVITY_THRESHOLD_DAYS, $days)
+        );
+
+        return $this->settingsMetadataGateway->set(
+            self::KEY_INACTIVITY_THRESHOLD_DAYS,
+            (string) $clamped,
+            'helpdesk.inactivity_threshold_days'
+        );
+    }
+
    /**
     * Build the full OData entity URL for a given entity set.
     */
--- a/modules/helpdesk/module.php
+++ b/modules/helpdesk/module.php
@@ -45,6 +45,8 @@ return [
        ['path' => 'helpdesk/team-workload-data', 'target' => 'helpdesk/team-workload-data'],
        ['path' => 'helpdesk/risk-radar', 'target' => 'helpdesk/risk-radar'],
        ['path' => 'helpdesk/risk-radar-data', 'target' => 'helpdesk/risk-radar-data'],
+        ['path' => 'helpdesk/analytics', 'target' => 'helpdesk/analytics'],
+        ['path' => 'helpdesk/analytics-data', 'target' => 'helpdesk/analytics-data'],
        ['path' => 'helpdesk/software-products', 'target' => 'helpdesk/software-products'],
        ['path' => 'helpdesk/software-products-data', 'target' => 'helpdesk/software-products-data'],
        ['path' => 'helpdesk/software-products/edit/{code}', 'target' => 'helpdesk/software-products/edit'],
@@ -138,6 +140,17 @@ return [
                'permission' => 'helpdesk.risk-radar.view',
                'order' => 805,
            ],
+            [
+                'key' => 'helpdesk-analytics',
+                'script' => 'modules/helpdesk/js/helpdesk-analytics.js',
+                'export' => 'initHelpdeskAnalytics',
+                'selector' => '[data-app-component="helpdesk-analytics"]',
+                'config_path' => 'components.helpdesk.analytics',
+                'default_config' => [],
+                'phase' => 'default',
+                'permission' => 'helpdesk.risk-radar.view',
+                'order' => 809,
+            ],
            [
                'key' => 'helpdesk-settings',
                'script' => 'modules/helpdesk/js/helpdesk-settings.js',
--- a/modules/helpdesk/pages/helpdesk/analytics-data().php
+++ b/modules/helpdesk/pages/helpdesk/analytics-data().php
@@ -0,0 +1,86 @@
+<?php
+
+use MintyPHP\Http\SessionStoreInterface;
+use MintyPHP\Module\Helpdesk\HelpdeskAuthorizationPolicy;
+use MintyPHP\Module\Helpdesk\Service\BcODataGateway;
+use MintyPHP\Module\Helpdesk\Service\CustomerEngagementService;
+use MintyPHP\Module\Helpdesk\Service\DebitorCacheControl;
+use MintyPHP\Module\Helpdesk\Service\HelpdeskSettingsGateway;
+use MintyPHP\Router;
+use MintyPHP\Support\Guard;
+
+Guard::requireLogin();
+Guard::requireAbilityOrForbidden(HelpdeskAuthorizationPolicy::ABILITY_RISK_RADAR);
+
+$request = requestInput();
+if ($request->method() !== 'GET') {
+    http_response_code(405);
+    Router::json(['ok' => false, 'error' => 'method_not_allowed']);
+
+    return;
+}
+
+$periodDays = (int) $request->query('periodDays', '90');
+$refreshRequested = DebitorCacheControl::parseRefreshFlag($request->query('refresh', ''));
+
+$allowedPeriods = [30, 90, 180, 365];
+if (!in_array($periodDays, $allowedPeriods, true)) {
+    $periodDays = 90;
+}
+
+$settingsGateway = app(HelpdeskSettingsGateway::class);
+$inactivityDays = $settingsGateway->getInactivityThresholdDays();
+
+$sessionStore = app(SessionStoreInterface::class);
+$session = $sessionStore->all();
+$tenantScope = DebitorCacheControl::resolveTenantScope($session);
+
+$cacheKey = DebitorCacheControl::engagementKey($tenantScope, $periodDays);
+$cacheTtl = DebitorCacheControl::TTL_STANDARD_SECONDS;
+$cached = $sessionStore->get($cacheKey);
+
+// Inactivity threshold is cheap to apply and may change between requests, so the
+// snapshot is cached on (tenant, period) only; the threshold is re-applied below.
+if (!$refreshRequested && is_array($cached) && isset($cached['fetched_at']) && (time() - (int) $cached['fetched_at']) < $cacheTtl) {
+    $tickets = is_array($cached['tickets'] ?? null) ? $cached['tickets'] : null;
+    $truncated = (bool) ($cached['truncated'] ?? false);
+    if ($tickets !== null) {
+        $engagement = CustomerEngagementService::buildEngagement($tickets, $periodDays, $inactivityDays, time(), $truncated);
+        $engagement['meta']['cache_used'] = true;
+        Router::json(array_merge(['ok' => true], $engagement));
+
+        return;
+    }
+}
+
+if ($refreshRequested) {
+    $sessionStore->remove($cacheKey);
+}
+
+$gateway = app(BcODataGateway::class);
+
+try {
+    $ticketData = $gateway->getTicketsForRiskRadar($periodDays);
+} catch (\Throwable) {
+    Router::json(['ok' => false, 'error' => 'Failed to load ticket data']);
+
+    return;
+}
+
+$tickets = is_array($ticketData['tickets'] ?? null) ? $ticketData['tickets'] : [];
+$truncated = (bool) ($ticketData['truncated'] ?? false);
+
+$sessionStore->set($cacheKey, [
+    'tickets' => $tickets,
+    'truncated' => $truncated,
+    'fetched_at' => time(),
+]);
+
+$engagement = CustomerEngagementService::buildEngagement($tickets, $periodDays, $inactivityDays, time(), $truncated);
+
+Router::json(array_merge(['ok' => true], $engagement, [
+    'meta' => array_merge($engagement['meta'], [
+        'cache_used' => false,
+        'cache_bypassed' => $refreshRequested,
+    ]),
+]));
--- a/modules/helpdesk/pages/helpdesk/analytics/index().php
+++ b/modules/helpdesk/pages/helpdesk/analytics/index().php
@@ -0,0 +1,21 @@
+<?php
+
+use MintyPHP\Buffer;
+use MintyPHP\Module\Helpdesk\HelpdeskAuthorizationPolicy;
+use MintyPHP\Module\Helpdesk\Service\HelpdeskSettingsGateway;
+use MintyPHP\Support\Guard;
+
+Guard::requireLogin();
+Guard::requireAbilityOrForbidden(HelpdeskAuthorizationPolicy::ABILITY_RISK_RADAR);
+
+$settingsGateway = app(HelpdeskSettingsGateway::class);
+$isConfigured = $settingsGateway->isConfigured();
+$inactivityDays = $settingsGateway->getInactivityThresholdDays();
+
+Buffer::set('title', t('Customer analytics'));
+Buffer::set('style_groups', json_encode(['helpdesk']));
+$breadcrumbs = [
+    ['label' => t('Home'), 'path' => 'admin'],
+    ['label' => t('Helpdesk'), 'path' => 'helpdesk'],
+    ['label' => t('Customer analytics')],
+];
--- a/modules/helpdesk/pages/helpdesk/analytics/index(default).phtml
+++ b/modules/helpdesk/pages/helpdesk/analytics/index(default).phtml
@@ -0,0 +1,147 @@
+<?php
+
+/**
+ * Customer analytics — engagement overview: who is actively in contact and
+ * who has gone quiet (so the team can reach out before a customer slips away).
+ */
+
+$isConfigured = $isConfigured ?? false;
+$inactivityDays = (int) ($inactivityDays ?? 60);
+
+$periods = [30, 90, 180, 365];
+$periodLabels = [
+    30 => t('30 days'),
+    90 => t('90 days'),
+    180 => t('6 months'),
+    365 => t('1 year'),
+];
+?>
+<?php if (!$isConfigured): ?>
+  <div class="notice" data-variant="warning" role="alert">
+    <p><?php e(t('BC connection is not configured. Please configure the connection in the settings.')); ?></p>
+    <a href="<?php e(lurl('helpdesk/settings')); ?>" role="button" class="secondary outline small">
+      <?php e(t('Open settings')); ?>
+    </a>
+  </div>
+<?php endif; ?>
+
+<div class="app-details-container"
+     data-app-component="helpdesk-analytics"
+     data-analytics-url="<?php e(lurl('helpdesk/analytics-data')); ?>"
+     data-debitor-base-url="<?php e(lurl('helpdesk/debitor/')); ?>"
+     data-inactivity-days="<?php e($inactivityDays); ?>"
+     data-label-error="<?php e(t('Could not load customer analytics.')); ?>"
+     data-label-empty="<?php e(t('No customer data available.')); ?>"
+     data-label-truncated="<?php e(t('Data may be incomplete. Not all tickets could be loaded.')); ?>"
+     data-label-total="<?php e(t('Customers')); ?>"
+     data-label-active="<?php e(t('Active')); ?>"
+     data-label-silent="<?php e(t('No contact')); ?>"
+     data-label-never="<?php e(t('Never in contact')); ?>"
+     data-label-days-ago="<?php e(t('days ago')); ?>"
+     data-label-never-short="<?php e(t('never')); ?>"
+     data-label-tickets-period="<?php e(t('Tickets in period')); ?>"
+     data-label-last-contact="<?php e(t('Last contact')); ?>"
+     data-label-customer="<?php e(t('Customer')); ?>"
+     data-label-silent-title="<?php e(t('Customers without recent contact')); ?>"
+     data-label-silent-hint="<?php e(t('Longest silence first — consider reaching out.')); ?>"
+     data-label-top-title="<?php e(t('Top customers by communication')); ?>"
+     data-label-top-hint="<?php e(t('Most ticket activity in the selected period.')); ?>"
+     data-label-silent-empty="<?php e(t('Every customer has been in contact recently.')); ?>"
+     data-label-top-empty="<?php e(t('No communication recorded in the selected period.')); ?>"
+>
+  <section>
+    <?php
+    $titlebar = [
+        'title' => t('Customer analytics'),
+        'actions' => [
+            [
+                'label' => t('Refresh data'),
+                'type' => 'button',
+                'name' => 'analytics-refresh',
+                'class' => 'secondary outline',
+            ],
+        ],
+    ];
+    require templatePath('partials/app-details-titlebar.phtml');
+    ?>
+
+    <div class="helpdesk-analytics-dashboard">
+      <div class="helpdesk-analytics-toolbar">
+        <div class="helpdesk-segment-control" id="analytics-period-selector">
+          <?php foreach ($periods as $p): ?>
+            <input type="radio" name="analytics-period" id="analytics-period-<?php e($p); ?>" value="<?php e($p); ?>"<?php if ($p === 90): ?> checked<?php endif; ?>>
+            <label for="analytics-period-<?php e($p); ?>"><?php e($periodLabels[$p]); ?></label>
+          <?php endforeach; ?>
+        </div>
+        <p class="helpdesk-analytics-threshold-note">
+          <?php e(t('No-contact threshold')); ?>:
+          <strong><?php e($inactivityDays); ?> <?php e(t('days')); ?></strong>
+        </p>
+      </div>
+
+      <div id="analytics-loading">
+        <div class="app-tiles">
+          <?php for ($i = 0; $i < 4; $i++): ?>
+            <div class="helpdesk-skeleton" style="height: 5.5rem; border-radius: var(--app-radius, 0.375rem);"></div>
+          <?php endfor; ?>
+        </div>
+      </div>
+
+      <div id="analytics-error" class="notice" data-variant="error" role="alert" hidden>
+        <p><?php e(t('Could not load customer analytics.')); ?></p>
+      </div>
+
+      <div id="analytics-truncated" class="notice" data-variant="warning" role="status" hidden>
+        <p><?php e(t('Data may be incomplete. Not all tickets could be loaded.')); ?></p>
+      </div>
+
+      <div id="analytics-content" hidden>
+        <div id="analytics-tiles" class="app-tiles"></div>
+
+        <section class="helpdesk-analytics-block" aria-labelledby="analytics-silent-heading">
+          <header class="helpdesk-analytics-block-header">
+            <h2 id="analytics-silent-heading"><?php e(t('Customers without recent contact')); ?></h2>
+            <p class="muted"><?php e(t('Longest silence first — consider reaching out.')); ?></p>
+          </header>
+          <div id="analytics-silent-empty" class="notice" data-variant="info" role="status" hidden>
+            <p><?php e(t('Every customer has been in contact recently.')); ?></p>
+          </div>
+          <div class="app-list-table">
+            <table class="helpdesk-analytics-table" id="analytics-silent-table" hidden>
+              <thead>
+                <tr>
+                  <th><?php e(t('Customer')); ?></th>
+                  <th><?php e(t('Last contact')); ?></th>
+                  <th class="num"><?php e(t('Tickets in period')); ?></th>
+                </tr>
+              </thead>
+              <tbody id="analytics-silent-body"></tbody>
+            </table>
+          </div>
+        </section>
+
+        <section class="helpdesk-analytics-block" aria-labelledby="analytics-top-heading">
+          <header class="helpdesk-analytics-block-header">
+            <h2 id="analytics-top-heading"><?php e(t('Top customers by communication')); ?></h2>
+            <p class="muted"><?php e(t('Most ticket activity in the selected period.')); ?></p>
+          </header>
+          <div id="analytics-top-empty" class="notice" data-variant="info" role="status" hidden>
+            <p><?php e(t('No communication recorded in the selected period.')); ?></p>
+          </div>
+          <div class="app-list-table">
+            <table class="helpdesk-analytics-table" id="analytics-top-table" hidden>
+              <thead>
+                <tr>
+                  <th><?php e(t('Customer')); ?></th>
+                  <th class="num"><?php e(t('Tickets in period')); ?></th>
+                  <th><?php e(t('Last contact')); ?></th>
+                </tr>
+              </thead>
+              <tbody id="analytics-top-body"></tbody>
+            </table>
+          </div>
+        </section>
+      </div>
+    </div>
+  </section>
+</div>
--- a/modules/helpdesk/pages/helpdesk/settings/index().php
+++ b/modules/helpdesk/pages/helpdesk/settings/index().php
@@ -193,6 +193,10 @@ if ($request->isMethod('POST')) {
            ],
        ]);

+        if (isset($post['inactivity_threshold_days']) && is_numeric($post['inactivity_threshold_days'])) {
+            $settingsGateway->setInactivityThresholdDays((int) $post['inactivity_threshold_days']);
+        }
+
        $tokenRepository->deleteAll();

        $action = trim((string) ($post['action'] ?? 'save'));
@@ -235,6 +239,8 @@ $controllingConfig = is_array($controllingConfigEnvelope['config'] ?? null)
    : [];
 $controllingConfigSource = (string) ($controllingConfigEnvelope['source'] ?? 'default');

+$inactivityThresholdDays = $settingsGateway->getInactivityThresholdDays();
+
 // Load tenant override values
 $tenantOverrideEnabled = false;
 $tenantRow = null;
--- a/modules/helpdesk/pages/helpdesk/settings/index(default).phtml
+++ b/modules/helpdesk/pages/helpdesk/settings/index(default).phtml
@@ -482,6 +482,19 @@ $tenantIsOAuth2 = $tenantAuthMode === HelpdeskSettingsGateway::AUTH_MODE_OAUTH2;
              </div>
            </div>
          </details>
+
+          <details class="app-details-card" name="helpdesk-customer-engagement" data-details-key="helpdesk-settings-customer-engagement-v1" open>
+            <summary>
+              <span class="app-details-card-summary-title"><?php e(t('Customer engagement')); ?></span>
+            </summary>
+            <div class="app-details-card-container">
+              <label class="app-field" for="inactivity_threshold_days">
+                <span><?php e(t('No-contact threshold (days)')); ?></span>
+                <input type="number" id="inactivity_threshold_days" name="inactivity_threshold_days" min="7" max="365" value="<?php e((int) ($inactivityThresholdDays ?? 60)); ?>">
+                <small><?php e(t('Customers without any communication for longer than this are flagged in the customer analytics view.')); ?></small>
+              </label>
+            </div>
+          </details>
        </div>
      </div>
    </form>
--- a/modules/helpdesk/templates/aside-helpdesk-panel.phtml
+++ b/modules/helpdesk/templates/aside-helpdesk-panel.phtml
@@ -14,12 +14,13 @@ $dashboardActive = navActive('helpdesk/dashboard', true);
 $settingsActive = navActive('helpdesk/settings', true);
 $teamActive = navActive('helpdesk/team', true);
 $riskRadarActive = navActive('helpdesk/risk-radar', true);
+$analyticsActive = navActive('helpdesk/analytics', true);
 $domainsActive = navActive(['helpdesk/domains', 'helpdesk/domain'], true);
 $softwareProductsActive = navActive('helpdesk/software-products', true);
 $handoversActive = navActive('helpdesk/handovers', true);
 $updatesActive = navActive('helpdesk/updates', true);
 $customersActive = navActive('helpdesk', true);
-if ($dashboardActive['isActive'] || $settingsActive['isActive'] || $teamActive['isActive'] || $riskRadarActive['isActive'] || $domainsActive['isActive'] || $softwareProductsActive['isActive'] || $handoversActive['isActive'] || $updatesActive['isActive']) {
+if ($dashboardActive['isActive'] || $settingsActive['isActive'] || $teamActive['isActive'] || $riskRadarActive['isActive'] || $analyticsActive['isActive'] || $domainsActive['isActive'] || $softwareProductsActive['isActive'] || $handoversActive['isActive'] || $updatesActive['isActive']) {
    $customersActive = ['class' => '', 'aria' => '', 'isActive' => false];
 }

@@ -73,6 +74,12 @@ $helpdeskNavGroups = [
                'active' => $riskRadarActive,
                'visible' => $canViewRiskRadar,
            ],
+            [
+                'label' => t('Customer analytics'),
+                'path' => 'helpdesk/analytics',
+                'active' => $analyticsActive,
+                'visible' => $canViewRiskRadar,
+            ],
        ],
    ],
    [
--- a/modules/helpdesk/tests/Module/Helpdesk/Service/CustomerEngagementServiceTest.php
+++ b/modules/helpdesk/tests/Module/Helpdesk/Service/CustomerEngagementServiceTest.php
@@ -0,0 +1,183 @@
+<?php
+
+namespace MintyPHP\Tests\Module\Helpdesk\Service;
+
+use MintyPHP\Module\Helpdesk\Service\CustomerEngagementService;
+use PHPUnit\Framework\TestCase;
+
+class CustomerEngagementServiceTest extends TestCase
+{
+    // Fixed "now" so tests are deterministic: 2026-06-25 12:00:00 UTC.
+    private const NOW_TS = 1782475200;
+
+    /**
+     * @return array<string, mixed>
+     */
+    private static function ticket(
+        string $no,
+        string $customerNo,
+        string $customerName,
+        int $createdDaysAgo,
+        ?int $lastActivityDaysAgo = null
+    ): array {
+        $createdTs = self::NOW_TS - ($createdDaysAgo * 86400);
+        $activityTs = $lastActivityDaysAgo !== null
+            ? self::NOW_TS - ($lastActivityDaysAgo * 86400)
+            : $createdTs;
+
+        return [
+            'No' => $no,
+            'Customer_No' => $customerNo,
+            'Cust_Name' => $customerName,
+            'Created_On' => gmdate('Y-m-d\TH:i:s\Z', $createdTs),
+            'Last_Activity_Date' => gmdate('Y-m-d\TH:i:s\Z', $activityTs),
+            'Ticket_State' => 'Offen',
+        ];
+    }
+
+    public function testEmptyTicketsReturnsEmptyResult(): void
+    {
+        $result = CustomerEngagementService::buildEngagement([], 90, 60, self::NOW_TS);
+
+        $this->assertSame(0, $result['summary']['total_customers']);
+        $this->assertSame(0, $result['summary']['active']);
+        $this->assertSame(0, $result['summary']['silent']);
+        $this->assertSame([], $result['silent']);
+        $this->assertSame([], $result['top_communication']);
+    }
+
+    public function testSkipsTicketsWithoutCustomerNo(): void
+    {
+        $tickets = [
+            self::ticket('T1', '', 'No Customer', 5),
+            self::ticket('T2', '10610', 'Valid', 5),
+        ];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
+
+        $this->assertSame(1, $result['summary']['total_customers']);
+    }
+
+    public function testAggregatesTicketCountsPerCustomer(): void
+    {
+        $tickets = [
+            self::ticket('T1', '10610', 'Kunde A', 5),
+            self::ticket('T2', '10610', 'Kunde A', 10),
+            self::ticket('T3', '10620', 'Kunde B', 3),
+        ];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
+
+        $this->assertSame(2, $result['summary']['total_customers']);
+
+        $top = $result['top_communication'];
+        $byCustomer = [];
+        foreach ($top as $row) {
+            $byCustomer[$row['customer_no']] = $row;
+        }
+        $this->assertSame(2, $byCustomer['10610']['ticket_count_period']);
+        $this->assertSame(1, $byCustomer['10620']['ticket_count_period']);
+    }
+
+    public function testActiveCustomerWithinThreshold(): void
+    {
+        // Last contact 10 days ago, threshold 60 => active.
+        $tickets = [self::ticket('T1', '10610', 'Kunde A', 10)];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
+
+        $this->assertSame(1, $result['summary']['active']);
+        $this->assertSame(0, $result['summary']['silent']);
+        $this->assertSame([], $result['silent']);
+    }
+
+    public function testSilentCustomerBeyondThreshold(): void
+    {
+        // Last contact 90 days ago, threshold 60 => silent.
+        $tickets = [self::ticket('T1', '10610', 'Kunde A', 90)];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 365, 60, self::NOW_TS);
+
+        $this->assertSame(0, $result['summary']['active']);
+        $this->assertSame(1, $result['summary']['silent']);
+        $this->assertCount(1, $result['silent']);
+        $this->assertSame('10610', $result['silent'][0]['customer_no']);
+        $this->assertSame('silent', $result['silent'][0]['status']);
+        $this->assertSame(90, $result['silent'][0]['days_since_contact']);
+    }
+
+    public function testLastContactUsesMostRecentActivity(): void
+    {
+        // Two tickets: one created 100 days ago but updated 5 days ago, one created 50 days ago.
+        // Most recent activity is 5 days ago => active.
+        $tickets = [
+            self::ticket('T1', '10610', 'Kunde A', 100, 5),
+            self::ticket('T2', '10610', 'Kunde A', 50, 50),
+        ];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 365, 60, self::NOW_TS);
+
+        $this->assertSame(1, $result['summary']['active']);
+        $row = $result['top_communication'][0];
+        $this->assertSame(5, $row['days_since_contact']);
+    }
+
+    public function testSilentListSortedByLongestSilenceFirst(): void
+    {
+        $tickets = [
+            self::ticket('T1', '10610', 'Recently Silent', 70),
+            self::ticket('T2', '10620', 'Long Silent', 200),
+            self::ticket('T3', '10630', 'Mid Silent', 120),
+        ];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 365, 60, self::NOW_TS);
+
+        $order = array_column($result['silent'], 'customer_no');
+        $this->assertSame(['10620', '10630', '10610'], $order);
+    }
+
+    public function testTopCommunicationExcludesCustomersWithNoPeriodActivity(): void
+    {
+        // Ticket older than the 30-day period => not counted in top list.
+        $tickets = [
+            self::ticket('T1', '10610', 'Active', 5),
+            self::ticket('T2', '10620', 'Old', 100),
+        ];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 30, 60, self::NOW_TS);
+
+        $tops = array_column($result['top_communication'], 'customer_no');
+        $this->assertContains('10610', $tops);
+        $this->assertNotContains('10620', $tops);
+    }
+
+    public function testIgnoresUninitializedBcDates(): void
+    {
+        // BC sentinel date 0001-01-01 must be treated as "no contact".
+        $tickets = [[
+            'No' => 'T1',
+            'Customer_No' => '10610',
+            'Cust_Name' => 'Kunde A',
+            'Created_On' => '0001-01-01T00:00:00Z',
+            'Last_Activity_Date' => '0001-01-01T00:00:00Z',
+            'Ticket_State' => 'Offen',
+        ]];
+
+        $result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
+
+        $this->assertSame(1, $result['summary']['no_contact_ever']);
+        $this->assertNull($result['silent'][0]['last_contact_ts']);
+        $this->assertSame('no_contact_ever', $result['silent'][0]['status']);
+    }
+
+    public function testMetaReflectsInputs(): void
+    {
+        $result = CustomerEngagementService::buildEngagement([], 180, 45, self::NOW_TS, true);
+
+        $this->assertSame(180, $result['meta']['period_days']);
+        $this->assertSame(45, $result['meta']['inactivity_days']);
+        $this->assertTrue($result['meta']['truncated']);
+        $this->assertSame('medium', $result['meta']['confidence']);
+        $this->assertSame(self::NOW_TS, $result['meta']['generated_ts']);
+    }
+}
--- a/modules/helpdesk/tests/Module/Helpdesk/Service/HelpdeskSettingsGatewayTest.php
+++ b/modules/helpdesk/tests/Module/Helpdesk/Service/HelpdeskSettingsGatewayTest.php
@@ -78,6 +78,53 @@ class HelpdeskSettingsGatewayTest extends TestCase
        $this->assertNull($gateway->getBasicPassword());
    }

+    public function testGetInactivityThresholdDaysDefaultsWhenUnset(): void
+    {
+        $settings = $this->createMock(SettingRepositoryInterface::class);
+        $settings->method('getValue')->willReturn(null);
+
+        $gateway = $this->createGateway($settings);
+        $this->assertSame(
+            HelpdeskSettingsGateway::DEFAULT_INACTIVITY_THRESHOLD_DAYS,
+            $gateway->getInactivityThresholdDays()
+        );
+    }
+
+    public function testGetInactivityThresholdDaysClampsToRange(): void
+    {
+        $settings = $this->createMock(SettingRepositoryInterface::class);
+        $settings->method('getValue')->willReturn('999');
+
+        $gateway = $this->createGateway($settings);
+        // Clamped to the max (365).
+        $this->assertSame(365, $gateway->getInactivityThresholdDays());
+    }
+
+    public function testGetInactivityThresholdDaysFallsBackOnNonNumeric(): void
+    {
+        $settings = $this->createMock(SettingRepositoryInterface::class);
+        $settings->method('getValue')->willReturn('not-a-number');
+
+        $gateway = $this->createGateway($settings);
+        $this->assertSame(
+            HelpdeskSettingsGateway::DEFAULT_INACTIVITY_THRESHOLD_DAYS,
+            $gateway->getInactivityThresholdDays()
+        );
+    }
+
+    public function testSetInactivityThresholdDaysClampsAndPersists(): void
+    {
+        $settings = $this->createMock(SettingRepositoryInterface::class);
+        $settings->expects($this->once())
+            ->method('set')
+            ->with(HelpdeskSettingsGateway::KEY_INACTIVITY_THRESHOLD_DAYS, '7', 'helpdesk.inactivity_threshold_days')
+            ->willReturn(true);
+
+        $gateway = $this->createGateway($settings);
+        // 1 is below the minimum (7) => clamped up.
+        $this->assertTrue($gateway->setInactivityThresholdDays(1));
+    }
+
    public function testSetBasicPasswordEncryptsAndPersists(): void
    {
        $settings = $this->createMock(SettingRepositoryInterface::class);
--- a/modules/helpdesk/web/css/helpdesk.css
+++ b/modules/helpdesk/web/css/helpdesk.css
@@ -3133,4 +3133,77 @@
    vertical-align: middle;
    color: var(--app-muted, #6c757d);
  }
+
+  /* --- Customer analytics --- */
+  .helpdesk-analytics-toolbar {
+    display: flex;
+    flex-wrap: wrap;
+    align-items: center;
+    justify-content: space-between;
+    gap: calc(var(--app-spacing) * 0.5);
+    margin-bottom: calc(var(--app-spacing) * 0.75);
+  }
+
+  .helpdesk-analytics-threshold-note {
+    margin: 0;
+    font-size: var(--text-sm, 0.875rem);
+    color: var(--app-muted, #6c757d);
+  }
+
+  /* Stat tiles here are read-only (rendered as <div>), so suppress the link affordances. */
+  .helpdesk-analytics-tile {
+    cursor: default;
+  }
+
+  .helpdesk-analytics-tile:hover {
+    box-shadow: none;
+  }
+
+  .helpdesk-analytics-block {
+    margin-top: calc(var(--app-spacing) * 1.5);
+  }
+
+  .helpdesk-analytics-block-header {
+    margin-bottom: calc(var(--app-spacing) * 0.5);
+  }
+
+  .helpdesk-analytics-block-header h2 {
+    margin: 0;
+    font-size: var(--text-lg, 1.125rem);
+  }
+
+  .helpdesk-analytics-block-header .muted {
+    margin: 0.15rem 0 0;
+    font-size: var(--text-sm, 0.875rem);
+    color: var(--app-muted, #6c757d);
+  }
+
+  .helpdesk-analytics-table {
+    width: 100%;
+    border-collapse: collapse;
+  }
+
+  .helpdesk-analytics-table th,
+  .helpdesk-analytics-table td {
+    padding: 0.5rem 0.75rem;
+    border-bottom: 1px solid var(--app-border, #dee2e6);
+    text-align: left;
+    vertical-align: middle;
+  }
+
+  .helpdesk-analytics-table th.num,
+  .helpdesk-analytics-table td.num {
+    text-align: right;
+    white-space: nowrap;
+  }
+
+  .helpdesk-analytics-cust-no {
+    color: var(--app-muted, #6c757d);
+    font-size: var(--text-sm, 0.875rem);
+  }
+
+  .helpdesk-analytics-never {
+    color: var(--app-muted, #6c757d);
+    font-style: italic;
+  }
 }
--- a/modules/helpdesk/web/js/helpdesk-analytics.js
+++ b/modules/helpdesk/web/js/helpdesk-analytics.js
@@ -0,0 +1,218 @@
+/**
+ * Customer analytics — engagement overview (active vs. silent customers,
+ * top communication). Reads the global ticket snapshot aggregated server-side.
+ */
+import { getJson } from '/js/core/app-http.js';
+import { resolveHost } from '/js/core/app-dom.js';
+
+const EMPTY_API = Object.freeze({ destroy: () => {} });
+
+const resolveContainer = (root) => {
+  const host = resolveHost(root);
+  if (host instanceof HTMLElement && host.matches('.app-details-container[data-app-component="helpdesk-analytics"]')) {
+    return host;
+  }
+  return host.querySelector('.app-details-container[data-app-component="helpdesk-analytics"]');
+};
+
+export function initHelpdeskAnalytics(root = document) {
+  const container = resolveContainer(root);
+  if (!container) {
+    return EMPTY_API;
+  }
+
+  const listenerController = new AbortController();
+  const requestController = new AbortController();
+  const on = (target, type, handler, options = {}) => {
+    if (!target || typeof target.addEventListener !== 'function') {
+      return;
+    }
+    target.addEventListener(type, handler, { ...options, signal: listenerController.signal });
+  };
+
+  const dataUrl = container.dataset.analyticsUrl;
+  const debitorBaseUrl = container.dataset.debitorBaseUrl || '';
+  const d = (key, fallback) => container.dataset[key] || fallback;
+
+  const elLoading = document.getElementById('analytics-loading');
+  const elError = document.getElementById('analytics-error');
+  const elTruncated = document.getElementById('analytics-truncated');
+  const elContent = document.getElementById('analytics-content');
+  const elTiles = document.getElementById('analytics-tiles');
+  const elSilentTable = document.getElementById('analytics-silent-table');
+  const elSilentBody = document.getElementById('analytics-silent-body');
+  const elSilentEmpty = document.getElementById('analytics-silent-empty');
+  const elTopTable = document.getElementById('analytics-top-table');
+  const elTopBody = document.getElementById('analytics-top-body');
+  const elTopEmpty = document.getElementById('analytics-top-empty');
+  const elRefresh = container.querySelector('button[name="analytics-refresh"]');
+  const periodSelector = document.getElementById('analytics-period-selector');
+
+  let currentPeriod = 90;
+
+  const showState = (state) => {
+    if (elLoading) elLoading.hidden = state !== 'loading';
+    if (elError) elError.hidden = state !== 'error';
+    if (elContent) elContent.hidden = state !== 'success';
+  };
+
+  const h = (tag, cls, text) => {
+    const element = document.createElement(tag);
+    if (cls) element.className = cls;
+    if (text !== undefined) element.textContent = text;
+    return element;
+  };
+
+  const customerCell = (row) => {
+    const td = h('td');
+    const name = row.customer_name || row.customer_no;
+    if (debitorBaseUrl && row.customer_no) {
+      const link = h('a', '', name);
+      link.href = debitorBaseUrl + encodeURIComponent(row.customer_no);
+      td.appendChild(link);
+    } else {
+      td.textContent = name;
+    }
+    if (row.customer_name && row.customer_no) {
+      td.appendChild(h('span', 'helpdesk-analytics-cust-no', ` ${row.customer_no}`));
+    }
+    return td;
+  };
+
+  const lastContactText = (row) => {
+    if (row.days_since_contact === null || row.days_since_contact === undefined) {
+      return d('labelNeverShort', 'never');
+    }
+    if (row.days_since_contact === 0) {
+      return row.last_contact_iso || '';
+    }
+    return `${row.last_contact_iso || ''} · ${row.days_since_contact} ${d('labelDaysAgo', 'days ago')}`;
+  };
+
+  // Mirror templates/partials/app-tile.phtml so the .app-tile CSS applies, but
+  // render a non-navigating <div> — these are stat tiles, not links.
+  const buildTile = ({ icon, tone, count, label }) => {
+    const tile = h('div', 'app-tile helpdesk-analytics-tile');
+    if (tone) tile.dataset.tone = tone;
+    const iconWrap = h('span', 'app-tile-icon');
+    iconWrap.appendChild(h('i', `bi ${icon}`));
+    tile.appendChild(iconWrap);
+    tile.appendChild(h('span', 'app-tile-count', String(count)));
+    tile.appendChild(h('span', 'app-tile-label', label));
+    return tile;
+  };
+
+  const renderTiles = (summary) => {
+    if (!elTiles) return;
+    elTiles.replaceChildren();
+    elTiles.appendChild(buildTile({
+      icon: 'bi-people', tone: 'blue',
+      count: summary.total_customers || 0, label: d('labelTotal', 'Customers'),
+    }));
+    elTiles.appendChild(buildTile({
+      icon: 'bi-chat-dots', tone: 'emerald',
+      count: summary.active || 0, label: d('labelActive', 'Active'),
+    }));
+    elTiles.appendChild(buildTile({
+      icon: 'bi-exclamation-triangle', tone: 'amber',
+      count: summary.silent || 0, label: d('labelSilent', 'No contact'),
+    }));
+    elTiles.appendChild(buildTile({
+      icon: 'bi-question-circle', tone: 'neutral',
+      count: summary.no_contact_ever || 0, label: d('labelNever', 'Never in contact'),
+    }));
+  };
+
+  const renderSilent = (rows) => {
+    if (!elSilentBody || !elSilentTable || !elSilentEmpty) return;
+    elSilentBody.replaceChildren();
+    if (!rows || rows.length === 0) {
+      elSilentTable.hidden = true;
+      elSilentEmpty.hidden = false;
+      return;
+    }
+    elSilentEmpty.hidden = true;
+    elSilentTable.hidden = false;
+    for (const row of rows) {
+      const tr = h('tr');
+      tr.appendChild(customerCell(row));
+      const contactTd = h('td', '', lastContactText(row));
+      if (row.status === 'no_contact_ever') {
+        contactTd.classList.add('helpdesk-analytics-never');
+      }
+      tr.appendChild(contactTd);
+      tr.appendChild(h('td', 'num', String(row.ticket_count_period || 0)));
+      elSilentBody.appendChild(tr);
+    }
+  };
+
+  const renderTop = (rows) => {
+    if (!elTopBody || !elTopTable || !elTopEmpty) return;
+    elTopBody.replaceChildren();
+    if (!rows || rows.length === 0) {
+      elTopTable.hidden = true;
+      elTopEmpty.hidden = false;
+      return;
+    }
+    elTopEmpty.hidden = true;
+    elTopTable.hidden = false;
+    for (const row of rows) {
+      const tr = h('tr');
+      tr.appendChild(customerCell(row));
+      tr.appendChild(h('td', 'num', String(row.ticket_count_period || 0)));
+      tr.appendChild(h('td', '', lastContactText(row)));
+      elTopBody.appendChild(tr);
+    }
+  };
+
+  const fetchData = async (refresh = false) => {
+    showState('loading');
+    if (elTruncated) elTruncated.hidden = true;
+
+    const params = new URLSearchParams({ periodDays: String(currentPeriod) });
+    if (refresh) params.set('refresh', '1');
+
+    try {
+      const json = await getJson(`${dataUrl}?${params.toString()}`, {
+        signal: requestController.signal,
+      });
+      if (!json.ok) { showState('error'); return; }
+
+      renderTiles(json.summary || {});
+      renderSilent(json.silent || []);
+      renderTop(json.top_communication || []);
+      showState('success');
+
+      if (json.meta && json.meta.truncated && elTruncated) {
+        elTruncated.hidden = false;
+      }
+    } catch (error) {
+      if (error instanceof Error && error.name === 'AbortError') {
+        return;
+      }
+      showState('error');
+    }
+  };
+
+  on(periodSelector, 'change', (event) => {
+    const radio = event.target.closest('input[name="analytics-period"]');
+    if (!radio) return;
+    const period = parseInt(radio.value, 10);
+    if (!period || period === currentPeriod) return;
+    currentPeriod = period;
+    void fetchData();
+  });
+
+  on(elRefresh, 'click', () => {
+    void fetchData(true);
+  });
+
+  void fetchData();
+
+  return {
+    destroy: () => {
+      listenerController.abort();
+      requestController.abort();
+    },
+  };
+}