Understanding reports in Help Scout

Now that you're well on your way to providing your customers with an excellent support experience, it's time to grab a cup of coffee and take a peek at our handy Reports feature. Help Scout provides a handful of reports to help you get a handle on what's happening on the support front, day in and day out. 

In this article

Report types 

You'll find four reports (five if you have Docs installed) which can be viewed at any time via the Reports dropdown menu. 

Conversations

The Conversations report shows you how much volume you're handling during a certain time period, how busy you've been, and what types of issues keep popping up. 

Productivity

The Productivity report measures efficiency across the help desk. You'll be able to keep tabs on how well the team is performing in terms of time spent addressing and responding to conversations.

Team and User

The Team and User reports make it very easy to get insights about how members of your team are doing. In addition to high-level metrics for each person, you can look through a user's entire conversation history for a specified time period and sort by the metrics that matter most. 

Happiness

Ensuring your customers' happiness is every company's end goal, no? The Happiness report is a simple but powerful tool to help you measure just that: happiness. You'll be able to view how your team and individual users are being rated by customers and view the accompanying conversations.

Docs

If you have our Docs feature installed, the  Docs report will come in handy to help you understand what your customers are searching for, what they're finding (and not finding), as well as what percentage of customers are still writing in for help after browsing. 

General features

Conversation drilldowns

If you saw that 5% of conversations took 2+ days to reply, you'd probably want to take a look and find out what happened. Thankfully, all of that data is just a click or two away. You can even click on single conversations and read through them without ever leaving the page!

Popover definitions

Ever wonder  exactly how a certain metric is calculated? Well, wonder no more! Simply hover over the metric name and boom! You'll get a popover definition of precisely how it's calculated. If you're looking for quick reference, see this article: Reporting definitions

Filtering options

Views allow you to filter data by mailbox, tag, folder, custom fields, or conversation type. You can add or edit views at any time while viewing a report, and the new data will load right away. Read more about Views here

API endpoints

Our reports are built on the same API endpoints that are documented  here. What does that mean exactly? For all of you nerds out there, you'll be able to pipe reporting data directly into your own internal dashboards, or export and manipulate the data as you see fit. 

Calculations 

In the past, we built reports from all conversations that were Active or updated within the time period. While this approach works well for most metrics, it's problematic for response/resolution metrics and includes conversations that can dilute the numbers.

Our current logic calculates numbers from a more narrow pool of conversations. Response metrics are only calculated on  replies during the time period and Resolution metrics are only calculated on conversations resolved during the time period. 

Examples

Let's say you have three conversations:

  • Conversation A - Created Jan 1, resolved Jan 30
  • Conversation B - Created Jan 8, resolved Jan 9
  • Conversation C - Created Jan 16, resolved Jan 17

If you do a report for Jan 7-21, the original logic would include all three conversations when calculating the numbers, even though Conversation A wasn't created or resolved in the time period. This approach causes a lot of overlap from week to week. Moreover, if you added up the "Resolved" count for each individual week, the totals wouldn't match the monthly count.

The updated logic will only include Conversations B and C in the calculations for Jan 7-21. Conversation A is not included, as it was not replied to or resolved in the time period. By filtering out long-running conversations that are reported on elsewhere, it results in lower and more accurate Response/Resolution metrics. In addition, the weekly counts add up when compared to the monthly count.

Common questions

Am I able to export all of my reporting data to a CSV or XLS file?
Yes. You can read more about our export function here.

How often do reports update? 
Reports are updated in real-time. When you run a report, you're looking at the most current data.

Can I share a specific report link with another Help Scout team member? 
Yes. After you've updated your filters, just copy and paste the URL seen in your browser address bar. As long as your team member is logged in to Help Scout, they will be able to view the exact report you're looking at. 

Can I modify your metrics or build my own reports to track other data?
No. While we offer lots of filters, there isn't a way to change how calculations are performed nor is there an option to build customer reports based on custom data sets. 

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