Speed Reports

Gain a deeper understanding of your help desk with speed reports including resolution, first assignment, and first response speeds.
Example of Speed Reports

Speed to Resolution

Track your speed from open to close of a request with support for business hours.

Speed to First Response

See how quickly you're initially replying to customers. This report is helpful to see if you can improve the speed and as an early insight into potential issues when this report shows reply times increasing.

Business Hours Support

All speed reports can be set to be based on 'all hours' or 'business hours'. All hours is the actual time between the two events being measured. Business hours will factor in hours the agents are available including holidays to provide times that don't include periods where staff aren't working.


Utilize HelpSpot's filtering engine to filter based on dozens of criteria and thousands of potential combinations so you can drill down to exactly what you need to see.

Save Reports & Email Reports

Once you've dialed in your report exactly as you want it save it so you can instantly access it again in the future. Share your report with teammates, so you're all working off the same report.

Saved reports can then be scheduled to be emailed right to your inbox.


Export any report to CSV to work with it in Excel.

Help Desk Software With Speed Reports

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Organizations using HelpSpot are more efficient and produce more satisfied customers.

Core Modules
Shared Inbox Knowledge Base Reporting Self Service Portal
Email Management Contact Form Agent Entry API
Organizing Tickets
Filters Single Assignment Categorization Advanced Search Batch Operations
Responding to Tickets
Ticket Interface Saved Responses Collision Detection Time Tracking Merge Tickets
Volume Reports Speed Reports Comparison Matrix Email Reports
Triggers SLAs & Automation Rules Automatic Assignment Recurring Tickets
Custom Fields Dark Mode Custom Pages
Multiple Brand Support Portal Templates Email Templates Email Signatures
Permission Groups SAML Authentication Black Box GDPR Tools
Live Lookup NPS/CSAT Surveys Zapier
Cloud On-Premise Cloud Infrastructure Scaling
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