Reporting and Analytics

Collects and provides comprehensive, real-time data about support requests, customers, support actions and trends in your help desk system.

Aggregated reports

Contains classified amounts of requests - received or closed, based on multiple data dimensions: Agents, Queues, Topics, Customers, Tags, Customer groups, and Submission channels. Extended report filters enable you to control a reports' information and to vary the data presentation.

Submitted requests

View summary data about requests and tickets submitted within the selected period and group them by one of the data labels.

Closed tickets

Track and analyze the efficiency of your team and get insight into support performance: total and average response time and resolution time.

Custom classification

View a summary report based on tickets previously classified with one or more keywords or tags according to your internal scheme.

Trends and Activities

Keeps track of trends, employee productivity, and customer satisfaction to improve customer support processes.

Action summary

Shows summary data of all actions and activities within your help desk: agent and customer replies, comments, notifications, automated actions, etc.

Billable time

Display summary data on time spent by agents per request and use it to bill your customers, or track overall agent and team performance.

Report Builder

Build your reports based on tickets data: choose columns, apply filters, sort, and save it as your preferred report. Download as a searchable HTML report.