Halp Reporting

Halp displays a visual dashboard so you can view and customize your report. You can see your reports by navigating to the left side pane of the Halp web home.

From here, you can see metrics on:

  • Number of tickets created
  • CSAT
    • The formula Halp uses to calculate CSAT is the sum of all positive CSATs divided by the amount of those CSATS.
  • First response times
    • The formula Halp uses to calculate first response time is the sum of all first response times in the date range divided by the amount of those first response times.
    Note: First response times will only be calculated once the ticket is created. If an existing Slack thread already has an agent reply before the ticket is created, it will not count.
  • Resolution times
    • The formula Halp uses to calculate resolution time is the sum of all resolution times in a date range divided by the amount of those resolution times.

You can also filter your report based on:

  • Queue
  • Assignee
  • Date range

FAQ

  • How can I export this reporting information?
  • How does archiving a ticket affect reporting?
    • Archiving tickets functions as a soft-delete, meaning we remove the ticket from the front end ticket view and exclude it from reporting metrics. You should only be archiving tickets you no longer wish to interact with and tickets you do not want to include in reporting.
  • In which circumstances will a ticket not has a first response time?
    • If a ticket receives its first response from an agent outside of working hours, we won't track that timestamp and can't complete the calculation. The same would go for a ticket that was closed after not receiving an agent reply.


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