Know if your agents are resolving customer issues on time and whether your customers find the answers useful. Diagnose helpdesk delays by comparing different properties and metrics.
Observe ticket flow and trends to understand the support volume your team faces in different shifts. Optimize performance by making better decisions on staffing and work distribution.
Get all the reports you need by simply asking your helpdesk. Use the Answers feature and have your helpdesk fetch the reports you need instead of looking for ways to generate them manually.
Analyse how customers feel about your support using detailed reports on key metrics like Customer Satisfaction (CSAT) ratings or SLA violations to make informed decisions.
Drill down on specific problems faster by organizing your data using different kinds of filters.
Get your most important reports delivered regularly to your inbox using scheduled reports.
Dig deeper into complex metrics and identify patterns by exporting your raw ticket data.