A Help Desk Report to Monitor Ticket Inflow

& optimize your support strategy

  • Report on ticket inflow by channels & categories
  • Identify peak hours and tweak agent availability
  • Assign agents to right channels to handle ticket volume
Ticket Inflow Report

Boost your team’s performance

using Insights from the Agent Activity Report

  • Quantify Ticket Participation, Ticket Closure, Replies Added etc
  • Identify top performers and agents who need more training
  • Build agent leaderboards for various ticket related activities
Agent Activity Report

I currently do a weekly report for my customer service team, to see how many tickets get solved, time they take etc. It has helped me assess them... to have them improve.... to compensate them with employee of the month etc.

James Chavez, Customer Service Manager,
Sheikh Shoes

Create powerful, personalized reports

based on custom fields

  • Gather insights from your Ticket Classifications and Contact Segregations
  • View distribution of custom field values across tickets or contacts
  • Report on various types of custom fields like text, dropdown etc
Custom Fields Report

Track your automation gains

using the Smart Rules Help Desk Report

  • Monitor configured Smart Rules and their execution behavior
  • Analyze time-saved through workflow automation
  • Compare and optimize execution of different Smart Rules
Smart Rules Report

Segment Your Support Tickets

Using the Distribution Report

  • View distribution of tickets across Status, Priority, Category, Assignee.
  • View the most popular tags for a chosen date range.
  • View the trend of tickets across time.
Distribution Report

Track Your Service Level Agreements

Using the SLA Help Desk Report

  • Monitor the number of breaches per SLA and their target achievement.
  • Compare the performance of different SLAs and Optimize.
  • Filter by categories to compare SLA performance across departments.
SLA Report

Monitor and Improve Your CSAT Score

With the All-New Satisfaction Survey Report

  • View CSAT score by Agents to measure their performance.
  • Identify your Happy and Unhappy customers.
  • Find out which departments need more focus using filters by categories.
Satisfaction Survey Report

Measure FCR, Response Times & Closure Times

Using the Performance Report

  • View high-level performance numbers and drill down by agents and categories.
  • Monitor your agents’ performance and identify areas of improvement.
  • Measure First Call Resolution by Teams to optimize different types of support issues.
Performance Report
Still have questions?

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