Help Desk Reports
The Help Desk Reports dashboard provides six report sections that give you a complete picture of your support operations. All reports support date range filtering and can be exported as CSV or PDF.
Accessing Reports
Navigate to Help Desk > Reports in the sidebar. Use the date range picker at the top to filter all report sections by a specific time period.
Overview Tab
The overview shows four summary cards:
- Total Tickets: The total number of tickets created in the selected period.
- Open Tickets: Tickets currently in Open status.
- Avg Resolution Time: The average time (in minutes) from ticket creation to resolution.
- Avg First Response Time: The average time (in minutes) from ticket creation to the first agent response.
Trends Tab
The trends section displays four visualizations:
- Volume Over Time: A line chart showing the number of tickets created per day.
- By Status: A breakdown of tickets grouped by their current status (Open, Pending, In Progress, On Hold, Resolved, Closed).
- By Priority: A breakdown of tickets grouped by priority (Urgent, High, Medium, Low).
- By Category: A breakdown of tickets grouped by category (General, Billing, Technical, Account, Feature Request, Bug Report, Other).
Agent Performance Tab
This section shows a table with one row per agent, displaying:
- Agent Name: The name of the assigned agent.
- Tickets Handled: Total tickets assigned to this agent in the period.
- Avg Resolution Time: Average minutes from creation to resolution for this agent’s tickets.
- Avg CSAT: Average customer satisfaction rating for this agent’s resolved tickets.
SLA Compliance Tab
SLA compliance is broken down by priority level. For each priority (Urgent, High, Medium, Low), the report shows:
- Total Tickets: Number of tickets at this priority level.
- Response Compliance %: Percentage of tickets where the first response was sent before the SLA response deadline.
- Resolution Compliance %: Percentage of tickets resolved before the SLA resolution deadline.
CSAT Tab
The CSAT section provides four views of customer satisfaction data:
- Average Score: The overall average rating across all submitted surveys.
- Distribution: A breakdown showing how many surveys received each rating (1 through 5).
- By Agent: Average rating and total number of ratings per agent.
- Trends: Average rating per day over time, showing how satisfaction changes.
Channels Tab
The channels section shows metrics grouped by ticket channel (Email, Web, Phone, Chat, Internal):
- Total Tickets: Number of tickets from this channel.
- Resolved Tickets: Number of resolved tickets from this channel.
- Avg Resolution Time: Average resolution time for tickets from this channel.
- Avg First Response Time: Average first response time for tickets from this channel.
Exporting Reports
Click the Export dropdown and choose CSV or PDF. The export includes data from all report sections (Summary, Agent Performance, SLA Compliance, and Channel Metrics) filtered by the selected date range. PDF exports include your account logo and are formatted in landscape orientation.