Last updated: December 19, 2024
Available with any of the following subscriptions, except where noted:
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Use the help desk Analyze and Summary pages to track and analyze your support team's performance over time. Review pre-built reports to monitor key metrics such as response times, SLA compliance, and the number of tickets created and closed.
Use the summary page
On the Summary page, you can view a real-time, high-level overview of your team's performance. Review key metrics, team availability, SLA compliance, and more, allowing you to quickly assess the current state of your help desk and identify and resolve any ongoing issues.
- In your HubSpot account, navigate to Workspaces > Help Desk.
- In the left sidebar, navigate to Summary.
- On the Summary page, you can review:
- Today’s team summary: view key metrics, including the number of open and closed tickets, Time to first reply, Time to close, and CSAT.
- Team availability: view the current availability status of each team member. Click the dropdown menu in the top right to filter by Availability status. Learn more about managing availability status in help desk.
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- SLA progress: view your current SLA status, including tickets that are Overdue, Due soon, or Active. In the top right, click the dropdown menu and select a metric to filter by. You can choose from Time to close, Time to first response, Time to next response, or Completed.
- Today’s tickets by channel: view a breakdown of today’s and all open tickets by channel
- Calling performance: view the number of completed calls, total call duration, and missed calls.
Use the analyze page
On the Analyze page, you can view, filter, and save reports to gain insights into your team's performance over time. This helps you identify areas for improvement and more effectively track and manage your tickets.
- In your HubSpot account, navigate to Workspaces > Help Desk.
- In the left sidebar, navigate to Analyze.
- To filter the dashboard, use the filters at the top left. Once a filter is applied, it will be applied to all reports on the dashboard. You can filter by the following ticket properties:
- Ticket owner: the owner of the ticket.
- HubSpot team: the primary team associated with the owner of the ticket.
- Originating channel account: specific name or number of the channel you've connected to HubSpot that's associated with the ticket.
- Pipeline: the pipeline that contains this ticket.
- Company name: the name of the company associated with the ticket.
- To view a report, click the Actions dropdown menu in the upper right and select View.
- To edit the report filters, click the filter and select an option.
- To further customize the report, click Customize in the bottom left. You’ll be redirected to the custom report builder where you can add, edit and remove filter criteria and data sources. Once you've customized a report, you can add it to a dashboard. Learn more about using the custom report builder.
- To save the report:
- In the bottom left, click Save.
- In the right panel, enter the Report name.
- To add the report to a dashboard, select Add to existing dashboard and use the dropdown menu to select a dashboard.
- If you select Don't add to a dashboard, click Next and select a sharing option.
- If you select Add to new dashboard, enter the Dashboard name and select a sharing option.
- Click Save & add.
Types of help desk reports
- Number of tickets created over time: view how many tickets were created over a specified period.
- First response SLA status completion over time: view how many tickets were first responded to on time or late. This report is based on the property Time to first response SLA due date and will only appear if you've set SLAs in the inbox.
- First response average over time: view the average time it takes support reps to respond to tickets.
- Ticket time in status: view the time tickets spent in each ticket status.
- Next response SLA status completion over time: view how many tickets were responded to on time or fell out of SLA. This report is based on the ticket property Time to Next Response SLA Status and will only appear if you've set SLAs in the inbox.
- Number of tickets closed over time: view how many tickets were closed over a specified period.
- Time to close average over time: track the average time it takes to close support tickets.
- Time to close SLA status completion over time: view how many tickets were closed on time or fell out of SLA. This report is based on the ticket property Time to Close SLA Status and will only appear if you've set SLAs in the inbox.
- Customer Effort Score (CES): understand the Customer Effort Scores (CES) your team receives after support interactions. Learn more about creating and conducting customer support surveys.
AI-assisted insights
You can use AI insights for reports in the Analyze page to generate concise summaries and takeaways for your report. Learn more about AI-assisted insights for reports.
To use AI insights for reports in the Analyze page:
- In your HubSpot account, navigate to Workspaces > Help Desk.
- In the left sidebar, naviagte to Analyze.
- Navigate to a report, then click the Actions dropdown menu in the upper right and select View.
- In the pop-up window, click to expand the AI insights section in the top left.
- AI insights will analyze the data in your report and generate a suggested summary.
Analyze help desk activities with service analytics
Use service analytics reports to track your customer service team's success. This includes reports like Customer wait time, Owner reply time, Ticket reply count, and more.
Learn more about creating service reports in service analytics.
Create help desk reports with the custom report builder
To create reports with the custom report builder, the user must have Create/own and Edit report permissions.
- In your HubSpot account, navigate to Reporting > Reports.
- In the upper right, click Create report.
- In the Create reports from scratch section, click Custom Report Builder.
- Click Choose my own data sources.
- In the Primary data source section, select a primary data source from the dropdown menu. Depending on the report you want to create, choose from the following help desk related data sources: Tickets, Conversations, Help desk messages, Contacts, Companies, or Feedback submissions. View some example reports and data sources below.
- Select your secondary sources by choosing from the CRM, Marketing, Sales, Service, and Custom objects (Enterprise only) sections.
- Click Next.
- In the left panel, use the search bar, click the Browse dropdown menu or click the Filter fields icon and select the data source with the field you want to add. Hover over the property and click Actions > View property info to view the property details, description and the property edit history. Help desk properties include:
- Channel: the channel the message was sent or received through.
- Message ID: the unique ID of the individual message.
- Object ID: the unique contact ID of the associated contact.
- Time since last reply: the time between the most recent message and the last reply message.
- Timestamp: the time the message was sent or received.
- Bot interactions: if a message was sent or received by a bot.
- Click and drag fields from the left sidebar into the channel slots in the Configure tab, or click Actions > Add to [X]. Learn more about adding fields in the custom report builder.
- To edit a field, click the down arrow icon next to the field. In the dialog box, edit the field's details, depending on the type of field.
- By default, report data will refresh as you make adjustments. To prevent the report from refreshing, select the Refresh as I make changes checkbox above the report. You can then manually refresh the report by clicking the refresh icon.
Learn more about creating reports in the custom report builder.
Example reports in the custom report builder
View some example help desk reports that can be created in the custom report builder. In the table below view the goal of the report, description, and the data source and fields required to create them.
Analyze replies
| Goal | Description | Data source | Fields |
| What time of the day are my reps sending messages? | Time of day reps are sending messages. | Help Desk messages, Tickets | Timestamp (Help Desk messages), Ticket Owner (Ticket). Filter by Messages sent. |
| What time of the day are my customers sending messages? | Time of day customers are sending messages. | Help Desk messages, Tickets | Timestamp (Help Desk messages), Ticket Owner (Ticket). Filter by Messages received. |
| What is the average time it took my support team to reply to messages over time by rep. | Average rep response time over time broken down by rep. | Help Desk messages, Tickets | Timestamp (Help Desk messages), Average time since last reply (Help Desk messages), Ticket Owner (Ticket). Filter by Messages sent. |
| What is the average time my customers had to wait for replies over time by customer. | Average wait reply time over time by customer. | Help Desk messages, Tickets | Timestamp (Help Desk messages), Average time since last reply (Help Desk messages), Company name (Contact). Filter by Messages received. |
| What reps are taking the longest to reply to customer? | Average amount of time it takes for a rep to respond to a ticket. | Help Desk messages, Tickets, Contacts | Ticket owner (Ticket), Time to first agent email reply (Help Desk messages). |
Analyze SLA performance (BETA)
| Goal | Description | Data source | Fields |
| How many tickets were closed on time or late? | The number of tickets that were closed on time or late. | Help Desk messages, Tickets | Create date (Help Desk messages), Time to close SLA ticket status (Ticket). |
| How many tickets were responded to on time or late? | The number of tickets that were responded to on time or late. | Help Desk messages, Tickets |
Create date (Help Desk messages), Time to first response SLA status (Ticket). |
