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How to Access Reports

 

Reports display a series of graphs and bundles of numerical data, giving you an overview of your online Help Desk. This data is intended to help you optimize customer support strategy and improve its efficiency.  Reports can be accessed by clicking the Reports button.
 

 

There are two types of reports in ProProfs Help Desk. They have been shown below:

 

 

(i) Summary: 

 

To access summary reports, click Summary in the Vertical menu.

 

 

 

Summary Reports allows access to data that enables you to assess basic questions like "Are we getting busier with more tickets?" "How many tickets are we replying to?" "Are customers rating their experience?" 

The screenshot below depicts data titled "How are we performing?"

 

You can view data for a specific time period, a particular team, and user.

 

 

The "Summary Report" is graphical data aimed to provide valuable insights to help you devise customer support strategy. You can view the graphical representation of data in 'Dailly,' 'Weekly' or 'Monthly' format. 

 

 

Summary reports are simple reports that show the essential data of your helpdesk.

 

(ii) Rating:

 

To access rating reports, click Rating in the vertical menu.

 

 

The rating provides data for specific questions like "Is our support rating improving over time?" "Are visitors happy with our support team?" "What were my recently rated tickets?"

 

The image below depicts the graphical representation of data for 'Support rating over time,' you can view data in different time formats.

 

 

Rating reports allow access to all the rated tickets, so you can analyze your customer support. Click the 'View' button to access a particular ticket.