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

Average time to close: the average time it takes to close support tickets. Measures the length of time between when a ticket is created and when its Ticket status is set to Closed. Use the tabs at the top of the report to switch between the 24/7 and SLA hours view. The 24/7 tab shows SLA data without considering scheduled hours, while the SLA hours tab factors in the individual scheduled hours set for each SLA rule. Learn more about setting SLA goals in help desk.

Average time to first response (BETA): the average time it takes support reps to respond to tickets. Measures the length of time between when a ticket is created and when an agent first replied. Use the tabs at the top of the report to switch between the 24/7 and SLA hours view. The 24/7 tab shows SLA data without considering scheduled hours, while the SLA hours tab factors in the individual scheduled hours set for each SLA rule. Learn more about setting SLA goals in help desk.

Chat wait time: the average time that customers wait for responses over chat. Measures the length of time between when a customer starts a chat and when they receive an initial response.

Support volume: the total number of tickets by user in the selected time frame. Use this report to measure amount of tickets taken per support rep, and track support volume trends over time.

Ticket time in pipeline: view the average time that closed tickets spent in each stage of a particular pipeline by your users or teams over time.

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.

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 reps are available in and outside of their set user working hours. Use this information to understand if members of your team are working outside of their typical hours.

Maximum available rep: view the maximum number of users that were available to action support cases over the course of the day. Use this information to view 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. Look at this data at the top level or drill down further to see more detailed statuses. Use this information to assess and manage the workload across your team.