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 analyze 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 > 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.

Use help desk reports in service analytics suite

• In your HubSpot account, navigate to Reporting > Reports.
• In the left sidebar menu, click Service.
• In the left side panel, click the topic you want to analyze.
• Select a report you want to work with. A preview of the report will appear in the middle panel.
• Types of reports:
  • Ticket replies:
    • Customer reply time: view the average amount of time your customers took to reply to your service team in the help desk. Use this information to see when customer responsiveness may have slowed. Also, view the top ten customers with the longest reply times on average.

• • • Customer wait time: view which of your customers are waiting the longest on average to receive a reply from your service team in the help desk.

• • • Owner reply count: view the total number of messages your service team sent to customers in the help desk. Use this information to view who is interacting the most with your customers in a given time frame.

• • • Owner reply time: view the average amount of time your service team took to reply to your customers in the help desk. Use this information to see when responsiveness may have slowed. Also, view each ticket owner’s average reply time.

• • • Ticket reply count: view the top ten tickets by volume of messages sent by your service team in the help desk and the top ten tickets by volume of messages received. Use this information to see if there are tickets that took more interactions to resolve.

• • • Time of delay: view the total volume of messages sent by your service team in the help desk and the total volume of messages received broken down by time of day. Use this information to see when your reps and customers were most engaged to help inform team planning.

• • Planning:
    • Working hours availability: view the total amount of time your reps are available in and outside of their set user working hours. Use this information to understand if anyone on your team is working outside of their typical hours.

• • • Maximum available rep: view the maximum number of users that were available to handle support cases over the course of the day. Use this information to see how your team's availability changes throughout the day and if reps are working during peak times.

• • • Rep availability: gain visibility into how your reps are spending their time by viewing their total availability. Use this information to assess and manage the workload across your team

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

Analyze SLA performance