The Help Desk Reports dashboard gives you six views of your support operation: an overview, trends, agent performance, SLA compliance, CSAT, and channels. You reach it from the sidebar Reports group, filter every view by a date range, and export the data as CSV or PDF. It is the fastest way to see volume, speed, and satisfaction in one place.
Open the reports
In the sidebar, open the Reports group and select Help Desk. Use the report filter at the top to set a date range, then apply it to scope every tab to that period. The Export CSV and Export PDF buttons sit in the top right.
Overview
The Overview tab shows four summary cards for the selected period.
- Total Tickets: tickets created in the period.
- Open Tickets: tickets currently in the Open status.
- Avg Resolution Time: average time from creation to resolution.
- Avg First Response: average time from creation to the first agent response.
Trends
The Trends tab charts ticket Volume Over Time alongside three breakdowns.
- By Status: Open, Pending, In Progress, On Hold, Resolved, and Closed.
- By Priority: Urgent, High, Medium, and Low.
- By Category: General, Billing, Technical, Account, Feature Request, Bug Report, and Other.
Agent performance
The Agent Performance tab lists one row per agent with the agent name, Tickets Handled, Avg Resolution Time, and Avg CSAT Score. Use it to compare workload and quality across the team. Pair it with auto-assignment rules to balance how tickets are distributed.
SLA compliance
The SLA Compliance tab breaks compliance down by priority. For each of Urgent, High, Medium, and Low, it reports the number of tickets, the percentage where the first response met the SLA response deadline, and the percentage resolved before the SLA resolution deadline. A chart compares response versus resolution compliance side by side. Set your targets first in Configuring SLA Policies.
CSAT
The CSAT tab presents customer satisfaction from four angles.
- Average CSAT Score: the overall average rating out of 5 across submitted surveys.
- Rating Distribution: how many surveys gave each rating from 1 to 5.
- CSAT by Agent: the average score and total number of ratings per agent.
- CSAT Trends: the average score over time.
Channels
The Channels tab shows a Volume by Channel chart and a Channel Details table for Email, Web, Phone, Chat, and Internal. The table lists the channel, its ticket volume, and the average resolution time. The exported report adds resolved ticket counts and average first response time per channel.
Exporting reports
Use Export CSV or Export PDF to download the data for the selected date range. The export gathers the summary, agent performance, SLA compliance, and channel metrics sections. PDF exports include your account logo and are formatted in landscape orientation.
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