Reporting in freshdesk lets you identify problems in your helpdesk and keep tabs on all the metrics that matter to you. Measure and improve efficiency easily, pay attention to the most vital cogs of your helpdesk.
The Helpdesk In-depth report
The Helpdesk In-depth report gives you an overview of your helpdesk and all the important metrics associated with creating and resolving tickets. This includes the number of tickets, created, resolved or reopened as well as the helpdesk average response time, resolution time and SLA metrics. Each metric can be further analyzed based on various ticket properties like source, type, priority, status, and the number of responses.
These are the metrics covered in the Helpdesk In-depth report:
- Ticket metrics - Created tickets, Resolved tickets, Reopened tickets, Unresolved tickets
- Time metrics - Average first response time, Average response time, Average resolution time, Average first assign time
- SLA metrics - First response SLA, Resolution SLA, First contact resolution (FCR)
Ticket volume trends
Ticket volume trends show which hour/day/week/month/year receives the most number of tickets and when they are resolved. You will also be able to see the number of unresolved tickets in the selected time period. These reports help you understand the ticket flow in your helpdesk and it helps you allocate resources accordingly.
Agent Performance report
The Agent Performance report gives you a summary of the agents' performances in the selected time period. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing agents.
Group Performance report
The Group Performance report gives you a summary of the group performance in the selected time period. You can sort your agent groups based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing groups.
Customer Satisfaction Survey
With Customer Satisfaction (CSAT) survey, you can measure customer happiness and team member performance. You can send prompts to customers asking them to rate their experience and use the data to improve your customer support.
The reporting feature is based on the plan you are on. To learn about the availability of reports based on each plan, check here.