Measure

Benchmarking, SLA monitoring, management reporting, staff performance monitoring, and even billing. The need and audience for your support desk reports varies; so should the tools by which you measure and monitor.

See requests over various time periods

Hit the Ground Running

Out of the box, there's 18 reports falling into 5 basic categories of measure that together provide a complete picture of your support desk.

  • Request processing
  • Staff performance
  • Support desk performance
  • Portal usage
  • Time tracking
Filter report data to pull out exactly what's needed

Simple Fine-Tuning

Because custom fields, categories, staff assignment, status, and even contact method are all important when working and managing requests, the same should hold true when reporting. This is why HelpSpot has an easy to use interface for refining the results set of each report.

Versatility

Reports aren't always something you go to once a week and run, sometimes you'll want to monitor aspects of your support desk on a real-time basis. Perhaps you even want to create benchmarking reports that all staff monitor. Filters fill this need. With their flexible, condition based creation you can define the exact perimeters by which you want to monitor. Results are easily accessible, to you or all staff. Just another way to stay on top of your support desk.

Filters can be used for reporting as well
Export data to excel and other spreadsheets

One Size Doesn't Fit All

Data needs can vary wildly between companies. This is why HelpSpot allows for easy export to Excel for further manipulation. For those needing more extensive report creation capability, you can easily work within the database to create your own custom queries.

SLA/Billing Management

Using time tracking and custom field reports you can pull reports that allow you to see how much time was spent working a customer group's (company) requests during a given period. Results of which can be used for SLA review meetings or plugged directly into invoicing software, easing the billing process.

More to Know

  • Robust built-in reports - 80/20 analysis, common portal searches, speed to resolution; to name just a few.
  • Simple report refining - Hone the results set through easy to use filtering criteria in each report.
  • Reactive to proactive - Follow emerging trends to take action before they become major issues.
  • SLAs made easy - Well integrated tools and reporting to give you end-to-end SLA management.
  • Custom reporting - With full database access, custom queries can easily be used to support custom reporting.
  • 'Live' reports - Use filtered views to create real-time, dynamic reporting for yourself, management, and/or staff.