As a modern helpdesk solution, Desk365 offers a range of features designed to help businesses manage customer enquiries and support requests efficiently. One of the key aspects of Desk365 is its robust reporting module, which provides users with valuable insights into their support operations.
Desk365 offers three types of reports: Ticket Trends, Surveys, and Productivity Reports.
Each of these reports offers unique benefits and can help users make data-driven decisions to improve their support operations.
In this blog post, we’ll take a closer look at each of these reports and how they can be used to improve your support performance.
As a helpdesk manager, one of the key challenges you face is managing ticket volumes effectively. Your support team is responsible for handling customer enquiries and support requests, and as your business grows, the volume of tickets you receive is likely to increase.
To manage this effectively, you need insights into ticket volume trends, so you can identify patterns and make data-driven decisions about your support operations.
This is where the Ticket Trends Report in Desk365 comes in. The Ticket Trends Report in Desk365 gives you an overview of the overall ticket load of your helpdesk. This report allows you to view the number of tickets created within a specific time frame, and you can also customize it to compare historical data and identify patterns, trends, and areas for improvement.
With this information, you can see how ticket volumes are changing over time and identify any trends or patterns. Additionally, each metric can be analyzed based on various ticket fields, such as agent, type, priority, status, channels, category, and even custom fields that you’ve created in your helpdesk.
One of the key advantages of using a Ticket Trends Report is that it allows you to identify potential issues before they become major problems. For example, if you notice a sudden spike in ticket volumes, you can investigate the cause and take action to address it before it becomes overwhelming for your team.
In addition to identifying issues, the Ticket Volume Trends Report can also help you optimize your support operations. For example, if you notice that ticket volumes are increasing at certain times of day or on certain days of the week, you can adjust your staffing levels to ensure that you have enough resources to handle the increased volume.
This report gives you a comprehensive view of your support team’s performance and allows you to delve deeper into specific metrics as needed.
Some of the benefits of using a ticket trends report are:
– Assess the performance of your support team and understand their strengths and weaknesses.
– Get valuable insights, such as how well your agents are handling high-priority tickets.
– Determine if agents are encountering difficulties with certain types of tickets and provide additional training and support as needed.
– Identify which types of tickets are taking the most time to resolve and determine if additional staffing is required to handle these types of tickets.
– Compare the number of unresolved tickets at the end of each period and quickly assess the productivity of your team.
– Allows you to track the impact of any changes you make to your helpdesk. For example, if you introduce a new knowledge base on your website, you can use the report to monitor if it results in a decrease in the number of tickets received.
Generating a Ticket Trends Report is simple with Desk365 and well worth the effort. You can select a specific time period or date range to track your help desk metrics on a daily basis and monitor overall team performance.
Additionally, you can create custom reports based on various ticket properties, such as type, source, priority, agent, group, and custom fields, to get a quick overview of important help desk metrics through easy-to-visualize charts.
In the following section, we will provide a detailed guide on how to create a Ticket Trends Report in Desk365.
Creating a Ticket Trends Report in Desk365
Navigate to the ‘Reports’ tab in the Desk365 Agent Portal. Choose the Report Type as ‘Ticket Trends’.
Choose the ‘New Report’ option. Provide a name for the report and click on the ‘Create’ button.
The Agent Performance Report is now successfully created. You can open the report by clicking on it.
As you see in the screenshot below, this is the report default view for the last 7 days.
Let’s drill down on this report further by choosing the ‘Filters’ in the right side.
You can filter tickets by Agents, SLA, Priority, Status, Groups, Channels, use a combination of different options, and more.
For this example, we aim to assess the performance of each agent on a monthly basis and identify patterns in the data that could indicate any challenges they are encountering.
Identifying these challenges will allow us to provide extra training and support to keep employees motivated and improve their performance.
In the right side ‘Filters’ section, choose ‘Andy’ as the agent and Click on the ‘Apply Filters’ button.
As you see in the screenshot, this is the report default view for the last 4 weeks for the Agent ‘Andy’.
The number (22), which is in bold, denotes the total number of tickets assigned to the agent ‘Andy’ in the current time period [Nov 15 – Dec 12]
The number (3), which is slightly grey colored, denotes the total count of the tickets received during the previous time period [Oct 18 – Nov 14].
You can clearly see that the number of tickets assigned to Agent ‘Andy’ has significantly risen by approximately 634% during the current time period.
This is a noteworthy observation, and you should ensure that the agent is comfortable handling this increased workload. It is also clear from the report that the agent has some open and pending tickets assigned to them.
Grouped by Field
To analyze ticket trends based on a particular ticket field, select the ‘Grouped by’ field in the report.
For instance, if you want to determine which group received the highest number of tickets in the past month, you can choose ‘Groups’ from the dropdown menu in the ‘Grouped by Field’ option.
The charts clearly indicate that the ‘IT Support’ group has received the highest number of tickets, followed by the ‘Infrastructure’ and ‘Account’ groups.
To compare this data with the previous period, select the ‘Include Previous Period’ option.
There is a drag slider feature that you can use as shown by the yellow arrows at the bottom of the screenshot.
In the first screenshot, the sliders are positioned so that all the groups appear in a single frame.
In the second screenshot, the left part of the slider is kept in the beginning. As you can see, ‘Sales’ is the first group to be displayed.
In the screenshot below, we moved the right part of the slider till the end so that the data up to the group ‘IT Support’ is displayed widely.
This enables you to view specific groups in charts in more detail.
You will observe that the ‘HR’ group has received a similar number of tickets in both time periods. However, for the rest of the groups, the total number of tickets has significantly increased in the current period compared to the previous period, which is something to be observed.
Continue to monitor the data to determine if additional agents need to be recruited for other groups or if certain types of group tickets are taking longer to resolve.
Moreover, you can save the chart as a .png image by clicking on the camera icon.
Overall, the ticket trends report allows you to identify problem areas within your helpdesk and determine where you should focus your efforts to improve performance and better serve customers.
By identifying these trends, we can prioritize our resources and work to resolve these issues more efficiently in the future.
With this information at your fingertips, you can make data-driven decisions that will help you provide better support to your customers and improve your team’s efficiency and productivity.
'Save As' option to create new reports
Since we have modified the original report to display only the ticket volume data of Agent ‘Andy’, let’s save this report so that you don’t need to recreate the report from scratch manually.
Click the ‘Save As’ button located at the top to save the report as a new one.
After clicking the ‘Save As’ button, a dialog box named ‘Save As New Report’ will appear.
Provide a name for the report and choose the visibility settings for it. Click on the ‘Create’ button to create the ‘Agent Performance Report – Andy’.
‘Agent Performance Report – Andy’ is now successfully created and available in the reports section along with the other reports that you’ve created in your helpdesk.
You can click on it to open and view the report.
You’ll notice that the settings are automatically saved and you don’t need to create a report from scratch again. It saves a ton of precious time for you.
Suppose you want to further refine the report to show only tickets with ‘Urgent’ and ‘High’ priority assigned to the agent ‘Andy’ within the past 4 weeks.
In that case, you can simply add ‘Urgent’ and ‘High’ to the ‘Priority’ filter and then click on the ‘Apply Filters’ button to accomplish this.
You’ll notice that the data has now been modified as we have added extra conditions in the ‘Filters’ menu.
By clicking on the ‘Save’ button, you can save this report and update the current version. This means you don’t need to apply these conditions again in the report, as they will be automatically saved for future use.
When you reopen the ‘Agent Performance Report – Andy’, you will see that the configurations you made earlier have been automatically saved and are now correctly displayed in the report.
This is just a single report that we’ve created. You can also create multiple reports for individual agents and track their help desk metrics to analyze ticket trends over time. This will help you identify if they require any assistance to improve their support performance.
Downloads
There are three download options available for you to choose from.
(i) Report Data: Get the summary of the report data in an Excel sheet in .csv format.
(ii) Individual Tickets Data: Get a detailed overview data of the filter you applied in an Excel sheet.
(iii) Grouped By Data: Get grouped by data of any particular ticket field you want to collect in an Excel sheet in .csv format.
Private Reports
Make a report private by choosing the visibility settings to be ‘Only Me’. Public reports are accessible to all members of the support team who have access to the Reports module and can be edited by them. On the other hand, a private report is exclusively available to you.
Surveys Report
Customer satisfaction is a critical component of any business. It is crucial to know what customers think about the products or services being offered to them.
A customer satisfaction survey helps businesses to gain insight into their customers’ experiences and opinions, allowing them to make informed decisions and improve their products or services.
Desk365 offers a built-in survey feature that enables businesses to collect feedback directly from their customers. The survey report provides valuable information that can help businesses identify areas for improvement and enhance customer satisfaction levels.
It’s easy to create and send surveys to your end users with Desk365’s Surveys module, which is highly configurable.
With Desk365, you have access to three different survey options to choose from, namely Customer Satisfaction (CSAT) surveys, Star Rating surveys, and Net Promoter Score (NPS) surveys.
Once you create the survey on your helpdesk, it will be sent out automatically based on your selection when a ticket is resolved or closed.
As soon as the survey is live, responses will start coming in and getting recorded, and you can view immediate reports on these responses by navigating to the Reports > Surveys tab.
The report provides you with access to data not only from the current survey but also from any previous surveys. Furthermore, you can download individual responses that were received.
For instance, let’s say you have created a customer satisfaction survey that will be sent automatically to your end-users when a support ticket is closed. At this point, you may want to evaluate the satisfaction rating of this survey.
To access this report, go to Reports > Surveys tab in your helpdesk.
You will notice that any existing reports you have created in your helpdesk will appear here. For the purpose of this example, let’s create a new report.
Click on the ‘New Report’ button at the top.
Provide a name for the report and choose its visibility settings. This involves determining whether the report should be created only for you or for everyone in your team.
Once the report is created, you can choose ‘Customer Satisfaction’ from the Survey dropdown menu. The customer satisfaction survey report in Desk365 is easy to access and provides detailed insights into customer satisfaction levels.
All of the reports we generate are based on displaying the current time period relative to the previous period.
Moreover, you have the flexibility to select any time period to analyze these reports.
As you see in the screenshot above, it’s evident that the satisfaction ratings for the current time period are mixed, and there has been an increase in negative ratings compared to the previous period.
This is a noteworthy observation.
You can collaborate with your support team to examine the data and pinpoint areas that require improvement, allowing you to make data-driven decisions that can enhance your customer service.
Our reports also provide the capability to drill down into specific details such as channel, groups, agents, and more.
By choosing the ‘Filters’ option located on the right-hand side, you can delve deeper into this report to gain a better understanding of the survey ratings performance.
You can use filters such as Agents, SLA, Priority, Status, Groups, Channels, use a combination of different options, and more.
Furthermore, you can download the current and previous survey responses in CSV format, and there are additional options such as ‘Save as’ and ‘Save’ to assist you in saving time when creating a new report.
Moreover, clicking on the numbers in any of the tabs such as Answered, Unanswered, Positive, or Negative will take you to a screen displaying all the tickets that have been rated by your customers.
Similarly, selecting a specific ticket will direct you to the Ticket Details page, where you can examine the corresponding survey response for that ticket.
One of the key advantages of using the customer satisfaction survey report in Desk365 is that it provides businesses with real-time data. As soon as a customer completes the survey, the data is available for analysis. This means businesses can respond quickly to any negative feedback and take immediate steps to address any issues.
Another benefit of using surveys in Desk365 is that it is fully customizable. Businesses can tailor the survey to their specific needs, including adding custom questions.
This flexibility enables businesses to collect feedback that is relevant to their specific products or services, ensuring that the survey results are actionable and useful.
Likewise, if you have created ‘Five Star Rating’ and ‘NPS’ surveys in your helpdesk, you can evaluate their survey results in Desk365 reports.
Star Rating surveys in Desk365 is simple and easy for your end-users to respond. The end-user is shown a 5 stars and is asked to pick the number of stars they would like to rate your customer support team.
Net Promoter Score or NPS surveys are typically used to gauge how likely your customers are to recommend your product or service to others. They can rate you on a scale from 1 to 10. You can also track the performance through reports.
In conclusion, the survey report in Desk365 is a powerful tool for businesses looking to improve their customer satisfaction levels.
The survey report is customizable and real-time, providing businesses with valuable insights into their customers’ experiences and opinions.
With the help of these reports, businesses can make data-driven decisions, address issues quickly, and maintain high levels of customer satisfaction.
Productivity Reports
In today’s fast-paced business world, productivity is key. With so much demand for quick and efficient customer service, it’s crucial to have the right tools in place to track and measure your team’s productivity.
One of the most important aspects of productivity tracking is having access to accurate and detailed data that can help you make informed decisions and improve your team’s performance. This is where Desk365 comes in – with its powerful productivity reports, you can easily measure how much time it takes to respond, resolve, and close tickets.
But that’s just the beginning. Not only can productivity reports help you track your team’s performance, but they also present the data in beautiful charts. Let’s explore some of the specific graphs that are available in detail below.
Benefits of using Desk365's Productivity Reports
Desk365’s productivity reports provide numerous benefits for businesses of all sizes. Here are just a few of the advantages of using Desk365’s productivity reports:
1. Accurate and Detailed Data
Desk365’s productivity reports provide accurate and detailed data that can help you make informed decisions and improve your team’s performance. With Desk365’s reports, you can easily track your team’s productivity and identify areas where they can improve. This data can help you make changes to your team’s processes, workflows, and training programs to boost productivity and efficiency.
2. Real-Time Tracking
Desk365’s productivity reports provide real-time tracking, allowing you to monitor your team’s performance in real-time. This can help you identify potential issues before they become major problems and take action to resolve them quickly. With real-time tracking, you can ensure that your team is meeting your business’s productivity goals and targets.
3. Beautiful and Interactive Charts
Desk365’s productivity reports present data in beautiful and interactive charts that are easy to read and understand. The charts are customizable, allowing you to choose the metrics and time periods that are most relevant to your business. There are also options to display charts for all the various graphs on a daily, weekly, or monthly basis according to your needs.
4. Create Multiple Reports
Desk365’s productivity reports allow you to create customizable reports that display the data that is most important to your business. This can help you focus on the metrics and KPIs that are most relevant to your team’s performance and productivity. You can create multiple reports for different departments, agents, channels, companies, and more allowing you to monitor performance across your entire organization.
Created vs Completed
The ‘Created vs Completed’ graph displays the number of tickets that were created compared to the number of tickets that were completed within a particular time frame.
There are numerous filter options available, allowing you to view the charts according to your specific needs.
As shown in the screenshot above, there were 30 tickets created during the time period of July 26 – Aug 1, while only 10 tickets were completed during the same period.
However, upon further scrolling down to the August time period, there is a noticeable improvement in the ticket completion rate, which is a promising development.
Completed within SLA
The ‘Completed within SLA’ graph allows you to see the number of tickets that were completed, as well as the number of tickets that were completed within the designated SLA deadline.
This graph enables you to easily compare the data between the two and assess your team’s ability to meet the specified deadlines.
From the screenshot, you can observe that over a significant period of time, the number of tickets completed and completed within the SLA deadline remain relatively consistent, which is generally a positive sign.
However, if you notice a sudden decrease or fluctuations, it may warrant some caution.
Completed in 24 hours
Finally, the ‘Completed in 24 hours’ graph allows you to see the number of tickets that were completed within a 24-hour time frame compared to the total number of tickets completed.
This graph offers valuable insights into your team’s performance in providing timely service to your customers.
Looking at the screenshot, it’s clear that the number of tickets completed and completed within 24 hours fluctuates over a long period of time.
This inconsistency is something that should be noted and discussed with your team. By analyzing the data, you can identify the reasons for these fluctuations and work together to improve the team’s performance.
You also have the option to display charts for all the various graphs on a daily, weekly, or monthly basis.
Moreover, you can view completion reports for either all Service Level Agreements (SLAs) or choose a specific SLA to observe your team’s performance in meeting those particular deadlines.
In addition, you have the ability to download the report data in CSV format.
All of these graphs are presented in visually appealing formats, making it easy to understand and interpret the data.
Downloads
There are four download options available for you in Productivity reports.
(i) Average Times Data: Get several crucial metrics such as first assigned time, first replied time, resolved time, closed time, and more by exporting Average Times Data as an Excel sheet in .CSV format.
(ii) Created vs Completed Data: Get a summary of the number of tickets created versus the number of tickets completed for a specific time period of your choice. This information is accessible in an Excel sheet format as a .csv file.
(iii) Completed within SLA Data: Get a summary of the number of tickets that were completed versus the number of tickets that were completed within the SLA (Service Level Agreement) for a time period that you select. This data can be accessed in an Excel sheet format as a .csv file.
(iv) Completed within 24 Hrs Data: Get a summary of the total number of tickets completed compared to the number of tickets completed within 24 hours for a specific time period of your choosing. This summary is available in an Excel sheet format as a .csv file.
There are also additional options, such as ‘Save as’ and ‘Save’, similar to other reports, which can help you save time when creating a new report.
Average Times Report
One of the key metrics you can measure with Desk365’s productivity reports is the average time taken to service customers across all filtered agents and tickets created in the chosen time period. By filtering your reports by agent or ticket type, you can see how long it takes your team to provide service to your customers across all of your help desk interactions.
This data is invaluable when it comes to optimizing your team’s workflows and identifying areas where they can improve.
You have the flexibility to measure the average time taken to service customers in hours, days, or minutes based on your preferred way of viewing the data.
Desk365’s productivity reports also allow you to track first assigned, first replied, resolved, and closed times.
Let’s cover each of these metrics in detail below.
First Assigned Time
This refers to the time when a ticket is first assigned to a specific support agent or team within the help desk system.
First Replied Time
This refers to the time when a support agent or team sends the first response to the customer who submitted the ticket. This is the amount of time it takes for your team to respond to a customer’s initial request for help. By monitoring this metric, you can ensure that your team is providing quick and efficient service to your customers. This, in turn, can lead to higher customer satisfaction and loyalty.
Resolved Time
This refers to the time when the support agent or team has successfully resolved the customer issue and the ticket gets marked as ‘resolved’ by the agent.
Closed Time
This refers to the time when the support agent or team has marked the ticket as “closed” in the help desk system, indicating that the issue has been resolved and no further action is required.
As you see from the screenshot above, the ‘First Replied’, ‘Resolved’, and ‘Closed’ times have significantly improved in your current time period. This is encouraging news for your support team.
Tracking these times can be helpful for both the support team and the customers, as it provides insight into the responsiveness and efficiency of the support process.
It is recommended that you continue to measure this data regularly to ensure that your support team maintains these standards. You can also use this data to set goals for your team and track their progress over time.
In conclusion, Desk365’s productivity reports provide businesses with accurate and detailed data that can help them make informed decisions and improve their team’s performance.
With real-time tracking, beautiful and interactive charts, customizable reports, Desk365’s productivity reports are an essential tool for businesses of all sizes.
By monitoring these times, support teams can identify areas for improvement and ensure that they are meeting their service level agreements (SLAs) with customers.