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Create service reports with service report collections

Last updated: April 1, 2024

Available with any of the following subscriptions, except where noted:

Service Hub   Professional , Enterprise

Use service report collections 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 & Data > Reports.
  • In the left sidebar menu, click Service, then click the topic you want to analyze to view the available reports.
  • 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.

  • 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

Customer satisfaction score (CSAT): the customer satisfaction (CSAT) scores submitted by customers after support interactions. Learn more about creating customer satisfaction surveys.

Team Performance

Average time to close ticket: 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.

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.

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