In today’s customer-centric landscape, understanding what is help desk reporting is pivotal. It’s not just about tracking metrics, it’s about transforming data into actionable insights that enhance customer support efficiency and satisfaction.
Below, we’ll cover all that you need to know about help desk reports and share proven best practices on help desk reporting. You can use the following index to jump to the section you’d like to read first.
7 Help desk reporting best practices
A good report highlights data trends and communicates important information that keeps the wheels of your customer service function running smoothly.
A less-than-perfect report, on the other hand, conceals important ideas and overwhelms the readers with convoluted information. To help you avoid a desk overflowing with reports that you can’t use, here are seven best practices you can adopt for optimizing your helpdesk reports.
1. Determine the main objective of your report
Before diving into data, establish clear goals for your reports. Are you aiming to reduce response times, improve customer satisfaction, or identify bottlenecks? By setting specific objectives, you ensure that your reports provide meaningful insights aligned with your business goals.
Related resource: Your guide to making informed decisions for different use cases using Freshdesk Analytics
2. Focus on the metrics relevant to your individual report goals
Analyzing ticket volume trends reports help identify peak periods, recurring issues, and workload distribution. This information is crucial for resources planning and ensuring timely responses during high-demand periods.
As a rule of thumb, if you can’t immediately identify how a performance indicator can be translated into action, it’s not significant to your current goals.
3. Exclude the outliers in your reports
Help desk performance reports offer a macro view of your support operations. Key metrics to monitor include:
· Average first response time
· Average resolution time
· SLA compliance rates
Regularly reviewing these metrics ensures that your help desk operates efficiently and meets service level expectations.
Outliers that appear consistently over a long period of time can indicate a problem, but if they’re new events, you should investigate the circumstances behind them before forming a plan of action to fix things.
Events that are unlikely to repeat themselves, such as multiple managers being off-site, are outliers. Isolate tickets that arise from outlier events from your reports as points of concern, but hold off on acting on them until you understand the situation behind them.
4. Assess Agent Performance Report Freshdesk
Utilize the agent performance report Freshdesk feature to gain insights into individual agent productivity. Metrics such as ticket resolution rates, customer feedback scores, and average handling times help in recognizing top performers and identifying areas for improvements
5. Analyze Customer Satisfaction Feedback Reports
Customer feedback is invaluable. Customer satisfaction feedback reports provide direct insights into customer perceptions of your support services. Monitoring CSAT scores helps in understanding customer needs and enhancing service quality.
6. Examine Top Customer’s Request Analysis Reports
Understanding common customer queries through top customer’s request analysis reports allows you to identify frequent issues and address them proactively. This not only improves customer satisfaction but also reduces repetitive tickets.
7. Streamline the process to create a help desk reports
Efficiently create a help desk reports by leveraging automation tools and customizable templates. This streamlines the reporting process, ensuring timely and accurate data dissemination to stakeholders.
By adhering to these best practices, you ensure that you help desk reporting is not comprehensive but also actionable. Regularly reviewing and refining your reporting strategies will lead to continuous improvement in customer support operations.
What is help desk reporting?
Help desk reporting is the activity of measuring customer support performance by condensing and translating help desk data into easily digestible information using tables, charts, and graphs. Help desk reports summarize key support metrics as actionable insights that can inform and optimize future support strategy.
Support teams can benefit immensely from drilling deeper into both past and current ticket data and metrics with in-depth help desk reports.
Helpdesk reporting allows you to,
– Monitor support ticket volume and adjust staffing accordingly.
– Review agent performance to reward, train, or upskill customer service representatives.
– Observe trends in customer satisfaction (CSAT) scores after support interactions.
– Share updates with other teams, executives, or key stakeholders looking for an overview of the support team’s performance.
Depending on the goal and metrics you want to drill down into, most support teams regularly use a few common help desk reports.
5 Useful help desk reports
1. Ticket volume trends report
The help desk volume trends report gives you an overview of the number of tickets created, resolved, unresolved, and reopened over a specific time period. The report allows you to quickly assess the status of ticket backlogs, resolution of high-priority issues, and identify peak times in ticket flow over a day, week, or month.
Key help desk metrics in the volume trends report include:
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Total received tickets
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Total resolved tickets
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Total unresolved tickets
You can do an additional data deep-dive by viewing the breakup of each ticket bucket by source channel, ticket priority, request type, or status (on hold, waiting for customer’s response).
For instance, looking at the unresolved tickets split by priority can help you quickly identify if there’s a greater backlog of high priority tickets over a time period and move your team members to resolve them at the earliest.
2. Help desk performance reports
Help desk performance reports give you an overview of the important time and SLA metrics linked with the efficiency of your help desk ticketing system. You can view the performance metrics for the help desk as a whole or dive deeper into every metric as individual datasets, analyzing them with respect to other request properties such as channel, request type, priority, or number of responses.
Key metrics associated with help desk performance reports include,
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Average first response time
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Average response time
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Average resolution time
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First response SLA
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Resolution SLA
3. Agent performance reports
As a customer support manager, you can get a summary of your agent’s efforts and efficiency using an agent performance report. In Freshdesk, you can use agent performance reports to gain insights into an agent’s efficiency by tracking critical KPIs and SLA metrics such as average response and resolution times and also the amount of time spent on tickets.
You can also view an agent’s ticket activities, including the number of tickets reassigned or reopened, the number of responses per ticket, and the number of private/public notes added.
These insights help you identify the types of requests each agent is skilled at handling and where additional training support is needed.
4. Customer satisfaction (CSAT) feedback reports
CSAT scores help you measure how satisfied customers are after every support interaction. Apart from accessing the overall customer happiness score for your help desk, you can use CSAT survey reports to analyze customer satisfaction against individual agents or agent groups and focus on improving agent efficiency.
5. Top customers’ request analysis reports
If you’re looking to understand which customer accounts had the most support interactions and the type of requests they’ve raised, then the customer analysis report is what you should be referring to. You can view the number of requests and related time or SLA metrics with respect to each company and take account-specific actions.
For instance, if you notice a high number of unresolved tickets for a specific company, you can allocate more team members to drive resolutions for that particular customer.
Apart from these common reports that are mostly available as prebuilt templates or curated reports, modern help desk software like Freshdesk allows you to build your own reports with custom metrics and filters.
How to create a help desk report?
Here are four easy steps to build your help desk report on Freshdesk.
Step #1: Drag and drop the basic entities of your report
Click on ‘New report’ on your help desk reporting interface and choose the basic entities—also referred to as ‘widgets’ in Freshdesk—that are available with the preset metrics in your help desk. You can either choose an existing widget or build one yourself with the metrics you want to study.
Step #2: Select the type of data visualization
Choose how you want the data to appear on the report by picking the data visualization options that best interpret your data. You can opt to represent the data as bar charts, pie charts, linear trends, or as tabular data.
Step #3: Apply report filters to drill deeper into your help desk data
Your reports are as powerful as the filter you apply to pivot and view data in multiple dimensions. You can add filters to view or compare performance over date ranges, agent groups, individual reps, or even across multiple products or services your company offers.
Step #4: Schedule and share your report as necessary
Unless you’re doing an experimental, once-in-a-while deep dive into data for specific insights, you might want to schedule all your regular reports for consistent help desk monitoring. There may be certain reports—like the ticket backlog or resolution time reports—that you may want to view recurrently on a daily, weekly, or monthly basis.
Set the frequency of your report schedules and share them with team members who might benefit from these reports.
Here’s a video giving you a quick overview of building help desk reports on Freshdesk.
Ready to uncover game-changing insights with help desk reporting?
Though support data may sound complex and intimidating for a customer service professional, help desk reporting—when done the right way— simplifies the process of grasping useful information and helps you make informed decisions that impact your company’s customer service experience.Powerful and advanced help desk software like Freshdesk has both pre-built help desk report templates and the ability to craft your own customized reports with relevant ticket properties, which further eases your reporting experience. You can also share, schedule, and export reports as PDFs or CSVs to get the most out of your help desk analytics.With these intuitive features, you can transform your help desk from a run-of-the-mill operation to a data-crunching analytical powerhouse.
This means, among other things, not hoarding your reports from your agents. Give them the information they need to be actionable, and perhaps even encourage a little healthy competition factor by showing them the benchmarks for your top agents.
Consider incorporating a little gamification into the process. Not only does gamification break up the monotony of the day, but it may also be the key to successfully transforming operations practices.
With Freshdesk Analytics, you can set permissions and control access while sharing help desk reports with agents and other cross-functional collaborators.
5. Stick to key takeaways for top-level executives
While your agents should have a transparent culture of communication, your executive, cross-departmental colleagues don’t need the nitty-gritty details. When you’re going over reports with other executives, focus on what’s imperative to the business at large.
After all, what one metric means for you is vastly different from what it means to other departments. Just like your own reports shouldn’t be overwhelming with unimportant metrics, the reports you compile for your top-level executives should be brief and to the point.
Data that drives a point home does its job well: data that gets everyone lost in the weeds, on the other hand, is best left off. A helpdesk suite with robust reporting abilities distills data into its simplest form using the art of good data visualization.
6. Set a manageable reporting schedule
Unless your business makes use of your helpdesk daily reports, it’s not necessary to pull them every day. In fact, viewing your reports daily may actually impede your progress rather than optimize it.
Try to configure your regular reports on a schedule that’s both actionable and manageable. Generating reports once a week is probably a good start. With Freshdesk, you can schedule reports on a recurring basis and email them to yourself or any of your team members at periodic intervals. You get real-time results and the ability to pivot on them quickly, but you don’t spend your day trying to tease out trends that may not be relevant in the long run.
7. Don’t skip the qualitative data
Helpdesk reporting spits numbers and numbers are impactful—they’re reliable, quantitative, and allow you to highlight statistically significant trends. But they’re also incomplete without context and ‘softer’ data points.
Customer experience isn’t limited to the time it takes to resolve a ticket or the average first response time: it’s about the whole interaction with your brand. You need to understand how customers feel as part of their customer journey.
After all, what are customers more likely to remember: that their ticket was resolved in 7.2 hours or that the agent who resolved their ticket was friendly, patient, and went above and beyond?
Both are important metrics, even if only one can be quantified.
Ready to uncover game-changing insights with help desk reporting?
Though support data may sound complex and intimidating for a customer service professional, help desk reporting—when done the right way— simplifies the process of grasping useful information and helps you make informed decisions that impact your company’s customer service experience.
Powerful and advanced help desk software like Freshdesk has both pre-built help desk report templates and the ability to craft your own customized reports with relevant ticket properties, which further eases your reporting experience. You can also share, schedule, and export reports as PDFs or CSVs to get the most out of your help desk analytics.
With these intuitive features, you can transform your help desk from a run-of-the-mill operation to a data-crunching analytical powerhouse.