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9.2. Canned Reports

HelpSpot includes built-in reports that allow Users to monitor various aspects of activity on the help desk. Reports are broken out in to 3 groups: Requests Over Time, Analysis, Portal, and Time Tracker.

Report Characteristics

While reports differ in the data pulled, all reports have the following characteristics in common: 

Modification Available for All Reports

All reports allow for the following parameters to be set:

  • Time/date ranges
  • Filtering. Any report can have filtering parameters added to refine the results returned. Filtering conditions are discussed within each report where relevant.
Looking specifically at each report, only the unique modifiers of each report are discussed.

Requests Over Time

Perhaps the best overall look at the activity of the help desk, this report is broken out within the Reports navigation.

Requests over Time shows a count of requests (those opened) each day over the course of a 2 week period.

Modifications available for this report:

Comparison Matrix

The comparison matrix report provides two axis of data compared in a heat mapped matrix.  The matrix report will allow you to quick spot trends and analyze segmented help desk data ways that were not previously possible.

Modifications available for this report:

Productivity Overview

The productivity report allows the user to view first response and closing speeds in time layers. 

Modifications available for this report:

First Response Speed

Shows the number of hours taken for Staff to update requests with the first public note.

Modifications available for this report:

  • group results by date
  • calculate based on business hours or 24 hour period
  • show speed rates by hours or minutes

First Assign Speed

Time it took to be assigned to Staff from first entering the system. This report is most applicable for those NOT using automation or mail rules for auto-assignment.

Modifications available for this report:

  • group results by date
  • calculate based on business hours or 24 hour period
  • show speed rates by hours or minutes

Replies by Count

Number of public updates done by Staff. Commonly used to see how many Staff updates were necessary to close a request. When using for this purpose, be sure the Open/Closed filter is set to Closed (defaults to all).

Modifications available for this report:

  • group by count (prevents excessive spread in x-axis)

Interactions over Time

Count of notes, broken out by type, based on note creation date.

Modifications available for this report:

  • group results by date
  • group results by author (HelpSpot User & Customer)

Resolution Speed

Time taken (in hours) for a request to be closed.

Modifications available for this report:

  • group results by date/month/year
  • calculate based on business hours or 24 hour period
  • based on date open or closed

Searches/Few Results

List of search terms used by Customers, which yielded the fewest results. Note, this report does not have an accompanying graph.

Aggregate Searches

List of search terms using in Customer portal. Those used most frequently are listed first.

Response Usage

Count of most used responses. List includes response title (link to response), response creator, and usage count. Users can use filtering to find the most used responses with a specific category or status type.

Modifications available for this report:

  • specify Staffer or all Users

Customer Activity

Count of those Customers with the most requests in the system (defaults to include both open & closed).

Modifications available for this report:

  • select unique identifier (email, name, or customer ID)
  • limit results returned

Time Tracker: Time Events

A list of all time events logged by Staff. The request ID listed in each event can be click to view the Request.

Modifications available for this report:

  • group results by date/month/year
  • group by individual Staff

Knowledge Tags

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