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class="o-container u-Pb-lg" data-controller="sticky-aside" itemscope itemtype="https://schema.org/BlogPosting"> <meta itemprop="mainEntityOfPage" itemscope itemtype="https://schema.org/WebPage" itemid="https://www.helpdesk.com/help/helpdesk-reports/" /> <div class="lg:u-flex u-content-between u-flex-wrap u-Mb-md lg:u-mb-0 " data-target="sticky-aside.flex"> <div class="lg:u-basis-8 u-Pr-2xs"> <h1 itemprop="headline" class="u-Mb-sm md:u-Mb-lg" ><span class="b--u-text-3xl">HelpDesk reports</span></h1> <div class="u-flex u-flex-wrap u-Pb-md md:u-Pb-lg lg:u-Pb-xl"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto u-mr-lg u-mb-lg md:u-mb-0" itemprop="author" itemscope itemtype="https://schema.org/Person"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/hd-help/weronika-masternak.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/hd-help/weronika-masternak.png 2x" class="u-w-fit u-mr-md u-ml-0 b--u-rounded-full" width="48"><div itemprop="name">Weronika Masternak</div> </div><div class="u-flex u-items-center u-mr-lg sm:u-mr-xl"> <img src="/help/icons/time.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span>6 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span itemprop="dateModified">updated: Nov 5, 2024</span> </div> </div> </div> <div class="u-hidden" itemprop="publisher" itemscope itemtype="https://schema.org/Organization"> <span itemprop="name">HelpDesk</span> <div itemprop="logo" itemscope itemtype="https://schema.org/ImageObject"> <img src="/helpdesk.079e50c82e62f243a09908ae8eb083206906b4ba8432d51c72ff9aad3244dcd5.svg" alt="HelpDesk Logo" itemprop="url" /> <meta itemprop="width" content="158" /> <meta itemprop="height" content="29" /> 158 29 </div> </div><aside class="lg:u-basis-4 lg:u-pl-lg c-toc" data-target="sticky-aside.aside" data-action="mouseover->sticky-aside#open mouseout->sticky-aside#close click->sticky-aside#toggle" > <div class="c-toc__wrapper lg:u-py-xl lg:u--my-xl u-bg-white u-border-gray-900" data-target="sticky-aside.wrapper" > <div class="xl:u-pr-xl"> <div class="c-toc__open b--u-text-xs b--u-text-bold u-py-xs u-px-sm u-mr-lg u-bg-gray-900">« CONTENTS</div> <p class="b--u-text-base b--u-text-bold lg:u-pl-lg u-mb-0 u-text-gray-300 u-py-md c-toc__title u-border-t u-border-b u-border-gray-800" id="hc-toc-heading">CONTENTS</p> <nav id="TableOfContents"> <ul> <li><a href="#last-7-days">Last 7 days</a></li> <li><a href="#new-tickets">New tickets</a></li> <li><a href="#ticket-satisfaction">Ticket satisfaction</a></li> <li><a href="#first-response-time">First response time</a></li> <li><a href="#resolution-time">Resolution time</a></li> <li><a href="#handling-time-report">Handling time report</a></li> <li><a href="#solved-and-closed">Solved and closed</a></li> <li><a href="#reports-export">Reports export</a></li> <li><a href="#weekly-reports">Weekly reports</a></li> </ul> </nav> </div> </div> </aside><div class="c-hc-article-content b--u-text-base c-hc-article-content--first c-toc__parent-content u-maxw-8 u-Mt-md lg:u-mt-0 lg:u-basis-8" itemprop="articleBody" data-target="sticky-aside.content"> <p>The <a href="https://app.helpdesk.com/reports">“Reports” section</a> gives you an overview of your customer support performance. You can check your average response time, ticket rating, the volume of tickets you receive, ticket sources, and many more.</p> <p>In HelpDesk, there are five main types of reports:</p> <ul> <li>Last 7 days</li> <li>New tickets</li> <li>Ticket satisfaction</li> <li>First response time</li> <li>Resolution time</li> <li>Handling time by status</li> <li>Solved and closed</li> </ul> <p>All reports break down by:</p> <ul> <li><strong>Teams</strong>. Compare how different teams are performing.</li> <li><strong>Agents</strong>. Explore individual agent performance within teams.</li> <li><strong>Overall license</strong>. Get a daily breakdown tailored to the type of report you are reviewing.</li> </ul> <p>Note that the “N/A” in the performance breakdown appears in two situations:</p> <ol> <li><strong>Unassigned</strong>: Tickets weren’t assigned to any agent or team.</li> <li><strong>N/A:</strong> When an agent or team has been deleted, their data is no longer available and won’t be included in the table.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1730788566/hd-help/reports/image7.png" alt="The table in HelpDesk reports per team."></p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1730788654/hd-help/reports/vdvf.png" alt="The table in HelpDesk reports per agent."></p> <p>You can also view a daily breakdown of data specific to the report you’re currently viewing.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728546610/hd-help/reports/image6.png" alt="The table in HelpDesk reports with a daily breakdown."></p> <h2 id="last-7-days">Last 7 days<a href="#last-7-days" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#last-7-days" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>This report displays a summary of the last seven days of your ticket activity. It shows you everything you should know about the new tickets you received last week. You can check out the following details:</p> <ul> <li>How many tickets you received,</li> <li>How many of them were solved or closed,</li> <li>What the average response time is,</li> <li>How well the ticket responses were rated.</li> </ul> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728548114/hd-help/reports/Screenshot_2024-10-10_at_10.14.58.png" alt="Last 7 Days report in HelpDesk."></p> <h2 id="new-tickets">New tickets<a href="#new-tickets" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#new-tickets" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>In the “New tickets” report, you’ll find three detailed reports. For each report chart, there’s a breakdown at the bottom.聽</p> <p>Take a look at the “New tickets” chart to investigate how many tickets you received in a given time frame.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1594908281/hd-help/new-tickets-report.png" alt="New Tickets report in HelpDesk."></p> <p>The “Ticket sources” section shows the sources of customer tickets. Four main ticket sources are listed in the chart:</p> <ul> <li>Email聽</li> <li>Created manually</li> <li><a href="https://www.helpdesk.com/help/contact-form-for-your-website/">Contact form</a></li> <li>Chat</li> <li>ChatBot</li> <li>Contact widget</li> <li>Webflow</li> </ul> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1719894910/hd-help/chatbot/image_1.png" alt="Ticket sources in HelpDesk."></p> <p>The “New tickets heatmap” is a section that can help you predict how many tickets you’ll receive and how many agents you’ll need to answer them in the future. It gives a graphical summary of the peak times when you receive more tickets than usual.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1594908231/hd-help/new-tickets-heatmap.png" alt="New tickets heatmap report in HelpDesk."></p> <p>In the “New Tickets” report, in addition to filtering by date, you can use the following filters to see the performance results you’re interested in:</p> <ul> <li>Priority</li> <li>Tag</li> <li>Team</li> </ul> <h2 id="ticket-satisfaction">Ticket satisfaction<a href="#ticket-satisfaction" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#ticket-satisfaction" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>The “Ticket satisfaction” report gives you an overview of the <a href="https://www.helpdesk.com/help/what-is-ticket-rating/">ticket rating</a> provided by your customers.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728548268/hd-help/reports/Ticket_satisfaction_censored.jpg" alt="Ticket satisfaction report in HelpDesk."></p> <p>In the “Ticket satisfaction” report, in addition to filtering by date, you can use the following filters to see the performance results you’re interested in:</p> <ul> <li>Agent</li> <li>Priority</li> <li>Tag</li> <li>Team</li> <li>Source</li> </ul> <h2 id="first-response-time">First response time<a href="#first-response-time" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#first-response-time" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>This report is designed to show you how fast your customer gets a response to their question. The results are based on two elements: “time to assign to agent” and 鈥渢ime to respond." You can see how long your team takes to respond to a ticket.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728548326/hd-help/reports/First_response_time_censored.jpg" alt="First response time report in HelpDesk."></p> <p>In the “First response time” report, in addition to filtering by date, you can use the following filters to see the performance results you’re interested in:</p> <ul> <li>Agent</li> <li>Priority</li> <li>Tag</li> <li>Team</li> <li>Source</li> </ul> <h2 id="resolution-time">Resolution time<a href="#resolution-time" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#resolution-time" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>The report shows the average time to resolve or close a ticket from:</p> <ul> <li>Receiving/manually creating the ticket</li> <li>Assigning it to an agent</li> </ul> <p>In the “Resolution time” report, in addition to filtering by date, you can use the following filters to see the performance results you鈥檙e interested in:</p> <ul> <li>Agent</li> <li>Priority</li> <li>Tag</li> <li>Team</li> <li>Source</li> </ul> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728547016/hd-help/reports/Resolution_time.png" alt="Resolution time report in HelpDesk."></p> <h2 id="handling-time-report">Handling time report<a href="#handling-time-report" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#handling-time-report" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>The “Handling time by status” report helps you quickly evaluate how efficiently your teams and agents are managing tickets. This report shows how long tickets spend in the Open, Pending, and On hold statuses, giving you the insights needed to improve response times and customer satisfaction, as well as, guide your teammates.</p> <p>Use the handling time report to:</p> <ul> <li>Identify teams or agents with longer handling times.</li> <li>Implement process improvements or additional training.</li> <li>Monitor how changes impact performance by checking the report regularly.</li> </ul> <p>The report shows the median time tickets spend in three key statuses:</p> <ul> <li><strong>Open</strong>. When a ticket is waiting for an agent鈥檚 response or action.</li> <li><strong>Pending</strong>. When a ticket is waiting for more information from the customer or others.</li> <li><strong>On hold</strong>. When a ticket is paused, often due to dependencies on other tasks or teams.</li> </ul> <p>Note that this report is sorted by “Resolution time.”</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1730094265/hd-help/reports/screencapture-app-helpdesk-reports-handling-time-by-status-2024-10-28-06_41_41_censored.jpg" alt="Handling time report in HelpDesk."></p> <p>The <strong>report uses median times</strong> to give you a clear picture without outliers skewing the data.</p> <div class="u-py-2xl u-px-xl u-Mt-sm u-Mb-md u-border-2 b--u-rounded-8 u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">You’ll only see data for tickets that were “Solved” or “Closed” during the selected period so that you’re reviewing completed cases.</div> <div class="md:u-hidden">You’ll only see data for tickets that were “Solved” or “Closed” during the selected period so that you’re reviewing completed cases.</div> </div> <p>Filter the report by agent, team, or other variants related to multiple agents or teams. This helps you zero in on the data that matters most to you.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728546609/hd-help/reports/image3.png" alt="Handling time report in HelpDesk: filtering."></p> <h2 id="solved-and-closed">Solved and closed<a href="#solved-and-closed" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#solved-and-closed" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>This report displays the number of solved and closed tickets. You can see how it relates to all the tickets you received. The chart also shows you data segmented by day.</p> <ul> <li>At the top of the table, you’ll find the total number of tickets that have been solved or closed.</li> <li>At the bottom of the table, there’s a figure indicating the difference from the average number of tickets solved or closed.</li> <li>In the “Listed agents combined” and “Listed teams combined” section, you can see the average number of tickets solved or closed per agent or team.</li> </ul> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1728547019/hd-help/reports/Solved_and_closed.png" alt="Solved and closed tickets report."></p> <p>In the “Solved and closed” report, in addition to filtering by date, you can use the following filters to see the performance results you’re interested in:</p> <ul> <li>Agent</li> <li>Priority</li> <li>Tag</li> <li>Team</li> <li>Source</li> </ul> <div class="u-py-2xl u-px-xl u-Mt-sm u-Mb-md u-border-2 b--u-rounded-8 u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Reports are available only in the desktop view. All tickets marked as SPAM are excluded from the reports.</div> <div class="md:u-hidden">Reports are available only in the desktop view. All tickets marked as SPAM are excluded from the reports.</div> </div> <h2 id="reports-export">Reports export<a href="#reports-export" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#reports-export" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>The admin role allows you to generate a report and send it over to the designated email. To do that, go to the Reports section and find the category “<a href="https://app.helpdesk.com/reports/generate-report">Generate report</a>.”</p> <p>To get the report, you have to choose from the following date ranges:</p> <ul> <li>Yesterday,</li> <li>Last 7 days,</li> <li>Last month,</li> <li>Custom period.</li> </ul> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1593443872/hd-help/data-range.png" alt="Data range in reports export."></p> <p>Then, add the email address to which the report will be sent. You can add one or more email addresses according to your needs.</p> <p>Click on the “Send report” button. After that, a link to the generated report will be sent to a specified email address. Through the link, you can download a CSV format file of your document through the link.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1593444125/hd-help/generate-reports.png" alt="Generate reports section in the HelpDesk app."></p> <div class="u-py-2xl u-px-xl u-Mt-sm u-Mb-md u-border-2 b--u-rounded-8 u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Generating a report may take several minutes, taking into account the amount of data to be processed.</div> <div class="md:u-hidden">Generating a report may take several minutes, taking into account the amount of data to be processed.</div> </div> <p>Generate report feature is available in Business and Enterprise plans.</p> <h2 id="weekly-reports">Weekly reports<a href="#weekly-reports" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.helpdesk.com/help/helpdesk-reports/#weekly-reports" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-target="clipboard.source" tabindex="-1" /></a></h2> <p>Every Monday, you can receive a support performance report in your inbox. This weekly report gives you an overview of your achievements in one email message.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1614932143/hd-help/weekly_report_overview.jpg" alt="Example of the weekly summary email. "></p> <p>If you want to get this report, you need to go to your individual account details and enable the “Send me weekly summary emails” option.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1614932301/hd-help/wekly_report_enabling.jpg" alt="Enabling the weekly summary email in account details. "></p> <div class="u-py-2xl u-px-xl u-Mt-sm u-Mb-md u-border-2 b--u-rounded-8 u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">The weekly summary report is only available to the admins.</div> <div class="md:u-hidden">The weekly summary report is only available to the admins.</div> </div> <meta itemprop="description" content="The “Reports” section gives you an overview of your customer support performance. 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</svg> Simple setup </span> </p> <div class="u-text-center md:u-text-left md:u-flex u-items-center b--sm:u-pb-2 lg:u-pb-0"> <p class="b--u-text-2xs b--u-text-black-600 u-basis-2 b--u-my-1.5 b--u-mr-3 b--lg:u-mr-1.5">You'll be in<br> good company</p> <div class="u-basis-9"> <img src="/images/happy-customers.3abd905fe8d7b8555194b183a241defb71af2e49133597006148afc0b10844a2.png" width="324" height="41" class="u-maxw-4 md:u-ml-0" alt="Companies using HelpDesk" loading="lazy" > </div> </div> </div> <div class="u-self-end"> <img src="/images/helpdesk.f74d3b27cb9a369acd77cc2bffc69471985f01c1a3d71955abfcc106096ee419.png" class="u-maxw-6 u-mx-auto" width="544" height="577" alt="HelpDesk tickets that are created with Shopify, Salesforce, LiveChat, and Messenger" loading="lazy" > </div> </div> </div> </section> <section class="u-bg-gray-900 b--u-py-10 b--md:u-py-12 u-border-t u-border-b u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-text-black-900 b--u-mb-6">Discover <a href="https://text.com/?utm_source=helpdesk.com&utm_medium=referral&utm_content=productbarfooter" target="_blank" class="b--u-text-black-900 b--u-text-bold u-hover-none">Text</a> products</h2> <div class="b--o-grid b--o-grid--1 b--sm:o-grid--2 b--lg:o-grid--4"> <a href="https://www.livechat.com/?utm_source=helpdesk.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset u-hover-none"> <div class="b--u-mr-2"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M51.8 39a7.6 7.6 0 01-7.6 6.8H40L32 51v-5.2l8-5.2h4.2a2.3 2.3 0 002.4-2c.2-4 .2-8 0-12a2.2 2.2 0 00-2.2-2.1 138.7 138.7 0 00-16.9 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.2 12a2.4 2.4 0 002.5 2.1H32v5.2h-4.2a7.5 7.5 0 01-7.6-6.9c-.3-4.2-.3-8.5 0-12.8a7.4 7.4 0 017-6.8 124.8 124.8 0 0117.6 0 7.4 7.4 0 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b--u-text-black">LiveChat</span> <br>Connect with customers</p> </a> <a href="https://www.chatbot.com/?utm_source=helpdesk.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset u-hover-none"> <div class="b--u-mr-2"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 31.6v3a1.1 1.1 0 01-.6 1.1c-2.2 1-4.6 1.6-7 1.7-2.4 0-4.8-.6-7-1.7a1.1 1.1 0 01-.6-1v-3.1a.9.9 0 011.2-.8c2 .9 4.2 1.3 6.4 1.4 2.2 0 4.3-.5 6.4-1.4a.9.9 0 011.2.8z" fill="#06F"/><path d="M51.8 38.9a7.6 7.6 0 01-7.6 6.9H40L32 51v-5.2l8-5.2h4.2a2.4 2.4 0 002.4-2.1c.3-4 .2-8 0-12a2.2 2.2 0 00-2.1-2 138.9 138.9 0 00-17 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.1 12a2.4 2.4 0 002.4 2.1H32v5.2h-4.2a7.6 7.6 0 01-7.6-7 96 96 0 010-12.7 7.4 7.4 0 017-6.8 125 125 0 0117.6 0 7.4 7.4 0 017 6.8 96 96 0 010 12.8z" fill="#06F"/><defs><filter 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0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-text-black-600 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold b--u-text-black">KnowledgeBase</span> <br>Guide and educate customers</p> </a> <a href="https://openwidget.com/?utm_source=helpdesk.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset u-hover-none"> <div class="b--u-mr-3"> <svg width="76" 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