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Helpdesk → Reports shows how your support is doing over the last 7, 30 or 90 days.
Helpdesk reports with headline numbers and charts for volume, status, channels, priority, satisfaction and top agents

Helpdesk reports

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Headline numbers

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Charts

  • Volume — opened vs resolved: daily counts, so you can see whether you are keeping up.
  • Status mix: conversations opened in the range, by their current status.
  • Channels: where conversations came from (website chat, email, phone, text).
  • Priority mix: how urgent they were.
  • CSAT trend: survey answers over time. If surveys are off, it says so, with a link to turn them on.
  • CSAT responses: what customers actually said, newest first (up to 50 in the range).
  • Top agents: teammates by conversations resolved, with their satisfaction score.
The Helpdesk Overview shows a short version of these for the last 7 days: customer satisfaction, ticket volume, and open conversations by channel.
Your helpdesk agent can turn these numbers into a written weekly report. Type /weekly-report in the Helpdesk panel. See Your helpdesk agent.