Last updated: October 15, 2024
Available with any of the following subscriptions, except where noted:
Service Hub
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Use the help desk Analyze and Summary tabs 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.
Review your team's performance
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click the Summary tab.
- On the Summary tab, 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.
View, filter and save help desk reports
To view, filter and save reports in the help desk Analyze tab:
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click the Analyze tab.
- 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 tab 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 tab:
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click the Analyze tab.
- 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.
