Reports and dashboards
Enterprise feature (1.19.0,
helpdesk). See the Helpdesk overview.
Reports in the desk’s icon rail shows how the desk is doing. Pick a dashboard, narrow it with the filters, or Explore any measure.
Who sees which numbers
Section titled “Who sees which numbers”| Desk capability | Reads |
|---|---|
| Their own stats (every role) | Their own tickets, replies and satisfaction |
| Team reports (Team lead) | The teams they belong to |
| All reports (Manager, Admin) | Every team |
The workspace permission Read helpdesk reports (helpdesk.reports)
always reads every report. Downloads (CSV, PDF and the links in report
emails) need Export tickets as well.
How time is counted. First reply and resolution times are business time, in each ticket’s team calendar, without paused time. Approval and workflow durations are calendar time. Days, weeks and months are in the helpdesk’s time zone.
Built-in dashboards
Section titled “Built-in dashboards”| Dashboard | Shows |
|---|---|
| Overview (the default) | Created and solved, backlog, first reply and resolution times, SLA met, satisfaction |
| Team performance | The same, team by team |
| SLA | Targets met and breaches, by team and priority |
| Satisfaction | CSAT, ratings and response rate |
| Agent workload | Open tickets per agent, and who is solving what |
| Workflows and approvals | Runs started and finished, approval times, time per team, Can’t-be-done rate, skipped steps |
Built-ins are templates: Duplicate to edit makes a copy of your own. One dashboard is the Default dashboard, what everyone sees first in Reports.
The filter bar
Section titled “The filter bar”Every dashboard has a date range (Today, Yesterday, Last 7, 30 or 90 days, This or Last week, This or Last month, This quarter, Last 12 months, This year, or your own dates, in the helpdesk’s time zone), a comparison (Previous period or Same period last year), and filters for team, assignee, request type, priority, channel, status, category, tag, workflow and VIP requester. Include alerts and API adds automated tickets, which are left out by default; satisfaction, replies and first reply never count them.
Every number opens its tickets: click a tile, a bar or a row and the desk opens the queue filtered to those tickets, with every filter the chart used (“Open these tickets”). The address keeps the view, so a link to a dashboard opens it with the same range and filters.
Building a dashboard
Section titled “Building a dashboard”New dashboard, give it a name and an optional description, then Add a widget from the gallery, which previews each one with live numbers:
| Widget | For |
|---|---|
| Number | One number, its change against the comparison period, and a sparkline |
| Line over time / Area over time | A measure day by day, week by week or month by month |
| Ranked bars | Teams, agents or categories, largest first |
| Stacked bars | Bars split by a second dimension |
| Table | Sortable rows; click one to open its tickets |
| Donut | Parts of a whole, up to five parts |
| SLA gauge | A percentage against a target |
| Heatmap | Tickets created by day of the week and hour |
| Leaderboard | Agents ranked by a measure |
| Live number | Right now: open, unassigned, breaching. Refreshes every minute. |
Each widget has a measure, optional split by dimensions, its own filters, a size (a quarter of the row up to the full row) and, for numbers and gauges, a target: on target at or above (or at or below) a value, amber instead of red when close. Configure a widget in the side panel; reorder widgets by dragging them or with the keyboard, and resize them. Up to 24 widgets per dashboard.
Measures
Section titled “Measures”- Volume: Tickets created, Tickets solved, Reopened, Backlog, Unassigned, Open now, Unassigned now, Breaching now, Open tickets assigned.
- Speed (in business time, without paused time): First reply time and Resolution time, each as median and 90th percentile.
- Targets: First reply SLA met, Resolution SLA met, SLA breaches.
- Satisfaction: CSAT, Satisfaction ratings, Survey response rate.
- Effort: Replies per ticket, One-touch resolution.
- Workflows: Approvals pending, Approval decision time, Workflow runs started and finished, Workflow duration, Workflow time by team (median and 90th percentile), Task wait before pickup, Can’t-be-done rate, Skipped steps.
- Reviews: Newbie replies reviewed and returned.
- Time (1.19.1): Time logged and Time per ticket (see Time tracking). A Time logged widget has Export for its time entries as CSV (needs Export tickets).
A merged ticket counts as created but never as solved, so it is left out of the solved, resolution, survey response, replies-per-ticket, one-touch and time-per-ticket measures.
Dimensions
Section titled “Dimensions”Day, week, month, day of the week, hour of the day; team, assignee, request type, category, priority, channel (from 1.19.1 including Recurring schedule and Customer portal), status, tag; the requester’s department and office; origin, VIP, integration, workflow and workflow step.
Explore
Section titled “Explore”Explore asks any question of the desk’s numbers: pick a measure, split it by up to two dimensions, filter it, and Add to dashboard to keep it.
Sharing
Section titled “Sharing”A dashboard is Only me, A team (its members who read reports) or Everyone who reads reports. Each reader sees only the numbers of their own report scope. Delete dashboard removes it and its email schedules, and changes nobody’s tickets.
Export
Section titled “Export”Export one widget as CSV, or a whole dashboard as CSV or PDF. Exports need Export tickets and are in the audit log.
Scheduled reports
Section titled “Scheduled reports”Schedule sends a dashboard’s summary by email every day, every week or every month, at an hour you choose, to people and whole teams (up to 50 people and 20 teams, 20 schedules per dashboard). A daily email covers the day before, a weekly one the 7 days before, and a monthly one, sent on the 1st, the month before. It comes as:
- Summary in the email,
- Summary and a CSV link, or
- Summary and a PDF link. The link asks the reader to sign in, and needs Export tickets.
Each recipient gets the numbers of their own report scope: a team lead sees their teams, and someone without a report capability gets nothing. The email is the Helpdesk: report digest template; people can turn it off with Report digests under their notification settings. A dashboard’s editors, desk Managers and Admins, and anyone with All reports may schedule it for others; anyone who can see a dashboard may schedule it to themselves.
In the audit log
Section titled “In the audit log”| Action | Shown as |
|---|---|
helpdesk.dashboard.created / .updated / .deleted |
Created / Edited / Deleted report dashboard |
helpdesk.report_schedule.created |
Scheduled a report email |
helpdesk.report_schedule.updated / .deleted |
Changed / Deleted a report schedule |
helpdesk.report.exported |
Exported helpdesk report |