Create service reports with service analytics

Use service analytics reports to track your customer service team's success. Customize pre-built reports to monitor key metrics such as customer satisfaction scores, average ticket response time, and overall support volume.

View and save service reports

• In your HubSpot account, navigate to Reporting > Reports.
• In the left sidebar menu, click Service.
• Select a Quick answer to go to the most relevant report that answers your questions.
  
  
• Or, to view all of the reports related to a topic area, 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. Learn more about these reports below.
  
  
• For compatible reports, click the Over time / Totals toggle to change the visualization to show either a bar chart or a column chart broken out by time period.
• To filter your data, use the dropdown menus in the Filters tab in the right panel. Available filters vary by report, but can include:
  • Date range by: filter support tickets by the selected date range.
  • Frequency: the grouping of data in the report. Choose to show data daily, weekly, monthly, quarterly or yearly. Frequency options may vary depending on the date range selected. 

• • Group by: segments support tickets by the assigned user or team.
    • Select reps: select the users to group by.
    • Select teams: select the teams to group by.
  • Pipeline: filter tickets by ticket pipeline.
  • Source types: filter tickets by the original ticket source. For example, chat, email, form submission, or phone.

• To add your own additional filters, click add Add filter, then select a filter.
• To read more about a report, including how to use it, navigate to the About this report tab in the right panel. 
  
  
• To further customize the report, click Actions > Customize 
• To share the customized report with other users, click Actions > Copy report URL. You can share this report with all users who have access to service reports. 
  
  
• Once you've customized the report, save the report to your reports list or a dashboard by clicking Save report.

Types of service reports

Below are the service reports available in the report collections. 

Customer Satisfaction

Team Performance

Please note: the time_in_(X) properties calculate the difference between when the object first entered that pipeline stage until the last moment they were in that pipeline stage, regardless of the status(es) in-between these two times.