Your Boss needs hard numbers. She asks you abstract questions about how customer support is doing during the weekly meetings, coffee breaks, every time you meet near the water cooler... Pretty much all the time, really.
But what’s more important is you getting a bird’s eye view of your helpdesk. When it comes to customer support, it is easy (and sometime necessary) to get lost in the details, digging into individual tickets and responses. But every once in a while it is important to get a holistic view of your helpdesk. How has your help desk been doing? Are the tickets piling up faster than your team can respond? Which agents in your team are your support rock stars and which ones aren’t? Advanced reports in Freshdesk let you get the answers for all these questions and more.
Generate Advanced Helpdesk Reports The advanced reports present deep insights that you can customize and filter. You can even export custom reports and analyze them with the rest of your business data.
With Freshdesk, you can generate a variety of reports. Agent or group-wise summary reports show you the total tickets assigned, the open and closed tickets, and number of tickets which were resolved within the first contact, for each agent or group.
Tracking time & generating timesheets Time sheet reports show the amount of time your agents have spent supporting customers. You can even compare the billable vs non billable time spent. Helpdesk activity reports show a summary of all the activity in your helpdesk. With Freshdesk you can even generate customer activity reports for each customer.
From “overwhelmed with tickets” to “zero inbox”. Stay in control, all the time...
Setting and maintaining service levels
You can track the time spent supporting each customer and invoice them directly?