Take a Tour of HelpSpot's comprehensive, user-oriented Features.

HelpSpot Tour: Reporting

Reports fall into 4 basic categories in HelpSpot: request, staff, analytical, and portal-based. A complete break down of reports within each category is listed below.

Request Reports

• Requests over time-filter by request details
• Closed requests over time allows you to look at requests based on closed dated with the option to filter by request details
• Requests by unique customer-group by unique customer counts
• Requests by custom fields-filter by custom fields
• Response usage-helps determine the effectiveness of the prepared responses currently in the system.

Staff Reports

• Speed to resolution-individual staff request resolution times
• Current workload-staff workload right now

Analytical Reports

• 80/20 analysis allows you to see the most used categories and reporting tags.
• Requests by hour of the day, day of the week, month of the year-track the peak times for your help desk
• Speed to resolution by category/reporting tag-average time to resolve by category/reporting
• Speed to resolution by status type-average time to resolve by status type.

Portal Reports

• Most common searches, including an additional report that looks at those searches with the fewest results—giving you data around where you may need to supplement your portal content.
• Most common page to search from give you insight into where in your portal customers get lost or cannot find what they need.

If enabled, the following reports are also available:

Time Tracking

• Across all request, look a all time entries and filter against one (or more) of the criteria available (such as customer ID or category).
• Grouped by unique customer-time tracked by customer over time
• Grouped by staff member-time tracked by staff member over time

Report Results

(click for a larger version)

A. Drill Downs

For all reports, data is displayed in an easy to use grid. With one click you can drill down to the actual requests for any selected time interval.

B. Specifying Time

Select the desired date range and time interval; results can be grouped by minutes, hour, day, week, month, or year.

C. Filters

Filter the data to get just the information you're looking for within the results set. All filtering parameters are based on the request details, which are part of every request.

D. Analysis and Graphs

Analytical reports tell you basic help desk performance information such as the most and least requests over the time period, the average requests per time interval, and peak days. The simple graph produced puts the emphasis on the data—making it easy to spot trends over the reporting period.

E. Export to Excel

If more advanced analysis is required, the raw results set can easily be exported to Excel.

F. Bookmarking

All reports can be bookmarked in your browser for running at a later time. When you return to the report, it will appear with all the criteria and filters as previously defined.