Create help desk reports with the custom report builder (BETA)

With HubSpot's custom report builder, you can analyze multiple data sources across HubSpot. The custom report builder can be used to analyse how your help desk is performing. For example, you can analyze the response patterns of your users and contacts to assess the well-being of your team and customers, helping you make decisions about future training and process adjustments.

To create reports with the custom report builder, the user must have Create/own and Edit report permissions.

Create a report

• In your HubSpot account, navigate to Reporting & Data > 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 verticalMenuAActions > 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 verticalMenu Actions > Add to [X]. Learn more about adding fields in the custom report builder.

• To edit a field, click the down 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 refresh icon.

• Customize your report filters.
• Configure your reports visualization. 

Learn more about creating reports in the custom report builder.

Example help desk reports

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

Analyze SLA performance