Understand customers and improve your support with insights you can act on
Configure reports that reveal what matters to you
Maintain SLAs and departmental performance
Discover what is and isn't working for you and your customers
Track time spent on support with accuracy and ease
Monitor what matters to your organization
Use our built-in reports to quickly access key helpdesk performance data that helps you truly understand your support operation.
Combine dozens of metrics and stats to create dashboards that reveal everything your organization needs to know about your helpdesk.
Run dynamic reports using almost any helpdesk metrics and criteria you can imagine, and choose from a range of visualisation formats.
Keep reporting running on a need-to-know basis. Determine which agents and teams have access to specific data.
Monitor helpdesk performance accurately. View ticket stats, agent activity, hours worked, time billed and ticket satisfaction scores.
See the recent uses of any snippet, tickets that used that particular snippet, or sort snippets by frequency of use.
Learn how customers use channels, and determine where you may need to invest more resources.
Find out what might be getting in the way of fast and effective support.
Monitor customer satisfaction scores across tickets and agents to discover opportunities for improvement.
Track agent time accurately, and audit all agent acitivty. Configure your helpdesk to automatically capture all agent helpdesk actions.
Need to know who to send an invoice to at the end of the month? Store exactly the information you need using the same powerful custom fields system as tickets and CRM.
Track chargeable agent time automatically for accurate reporting, or track flat-rate charges to your users.