Helpdesk Reporting and Analytics

Enhance your customer support performance by reviewing key metrics, tracking SLAs, and improving CSAT using Desk365 helpdesk . 

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Gain actionable insights with Desk365 reports

Unlock the full potential of your helpdesk by tracking ticket trends, customer satisfaction, & team productivity.

The Ticket Trends report in Desk365 provides an overview of your Helpdesk’s ticket load. It shows the number of tickets created within a specific time frame and allows you to compare historical data to identify patterns and trends. You can analyze metrics based on various fields such as agent, type, priority, status, channels, category, and custom fields. This report helps you identify potential issues early, such as sudden spikes in ticket volumes, enabling proactive measures to prevent overwhelming your team. Learn More
You can choose from three survey options: Customer Satisfaction (CSAT), Star Rating, and Net Promoter Score (NPS). Surveys are sent automatically when a ticket is resolved or closed. Responses are recorded as they come in and can be viewed immediately in the Reports > Surveys tab. Learn More
Created vs completed

The ‘Created vs Completed’ graph shows the number of tickets created compared to the number of tickets completed within a specified time frame.

Completed within SLA

The ‘Completed within SLA’ graph displays the total number of tickets completed alongside the number of tickets completed within the designated SLA deadline.

Completed in 24 hours

The ‘Completed in 24 Hours’ graph shows the number of tickets completed within a 24-hour period compared to the total number of tickets completed.

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Optimize your support efficiency with advanced reporting

Monitor response times, filter ticket data, & create custom reports to gain deeper insights into your helpdesk performance.

By filtering reports by agent or ticket type, you can see the time it takes your team to service customers across all Helpdesk interactions 

First assigned time: This metric track when a ticket is initially assigned to a support agent or team within the Helpdesk system. 

First replied time: This measures the time it takes for a support agent or team to send the first response to a customer’s ticket. Monitoring this metric helps ensure prompt and efficient service, enhancing customer satisfaction and loyalty. 

Resolved time: This is the time when a support agent or team has successfully resolved an issue, and the ticket is marked as ‘resolved.’ 

Closed time: This indicates the time when a ticket is marked as “closed” in the Helpdesk system, signifying that the issue has been resolved and no further actions are necessary. 

Desk365 empowers you to personalize your Tickets List by applying filters based on various criteria, allowing you to create a customized view that suits your preferences. This feature helps you focus on the tickets that matter most to you. You can filter tickets by options such as created time, SLA (Service Level Agreement), priority, status, groups, agents, channels, custom ticket fields, company, first response, contacts, and more. These filtering capabilities make it easier to organize and prioritize your ticketing tasks.

You can also export the report data,  grouped by data or by individual ticket data. Additionally, this export feature is available directly on the ticket list page for easy access

 

Gain deep insights with Desk365's comprehensive reporting and analytics

Track performance, monitor trends, and optimize support with real-time data at your fingertips.

Reports & dashboards

Create reports and visualize the data in powerful charts to monitor your team’s performance.

Time tracking

Easily track agent’s time spent on tickets and to report on them. Agents can log exact time spent on a ticket or use a timer to track it.

Customer surveys

Measure how customers feel about your support team using different types of survey modules available in Desk365.

Agent performance reports

Analyze agent performance, including response, resolution, and closure times, to assess effectiveness after each interaction.

Custom reports

Build reports from scratch and customize them according to whatever you wish to analyze.

Unlock the full potential of your helpdesk today!

Transform the way you manage support with insightful reports and powerful data analytics.

START 21-DAY TRIAL
REQUEST DEMO
START 21-DAY TRIAL
REQUEST DEMO