Helpdesk reports

Volume, speed, SLAs, ratings and agents, in reports, dashboards and on a live screen.

Reports

Reports lists every report by subject. Open one, choose the period, department and agent, and click Run. CSV downloads it as a spreadsheet.

Tickets: volume, status, channel, priority and busy hours
Speed: first reply and resolution times
SLAs: promises kept, by department, agent and priority
Agents: workload, speed, ratings and availability
Customers: ratings and who asks most
Help centre: article views and searches that found nothing

Dashboards

Ready-made dashboards bring related reports together. On plans with custom reports, you can build your own and pin them to your own dashboard.

Scheduled reports

Business can have any report emailed every day, week or month.

Live screen

Live screen shows what is happening now: open tickets, who is about to go late and who is online. It refreshes by itself, so you can leave it on a wall screen.

The leaderboard

Agents earn points for replies, closed tickets and good ratings, on plans that include it.