Reporting and Analytics

Using the built-in help desk reports and dashboard, gather insightful real-time data to make informed decisions about improving customer service.

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Support Monitoring Dashboard

This one-stop dashboard for monitoring and tracking the status of support allows you to examine ticket inflow, track pending and overdue tickets, and determine the busiest time of day.

Support Traffic Dashboard

This dashboard provides metrics helpful in tracking and analyzing the inflow of tickets over time. Data can be grouped by brand, category, type, priority, status, and source. Advanced filters can be used to drill down deeper into data.

Dashboard showing a support ticket report with a pie chart for New, Open, On Hold, Closed, plus filter options.
Customer Satisfaction Report showing 100% CSAT score with positive feedback tabs like Happy Employees and Good Communication

Customer Satisfaction Report

This report contains useful information about customer satisfaction surveys. View CSAT scores, survey response rates, and customer sentiment based on the provided ratings. Filters can be used to narrow down CSAT data by agent, category, contact, and contact group. Review all feedback comments from all support channels in one place.

SLA Dashboard

Monitor SLA breaches and achievements in both response and resolution times with detailed trend analysis and ticket comparisons. Advanced filters allow deeper exploration of SLA performance data. With the added support for SLA Breach Escalation, automated workflows can now be triggered when SLA thresholds are breached, ensuring immediate escalation, reducing service delays, and helping maintain high service standards to improve overall customer satisfaction.

Dashboard with SLA Achieved vs Breached Tickets chart and pie chart showing 22.6% breaches, from low to critical.
Worklog report interface showing logged time, total hours, billable time, and a ticket entry for an API test

Worklog Report

Keep track of billable and non-billable time spent on support tickets by agents. Filter data based on time spent by agent, contact, contact group, and ticket category. Review worklog comments from all support channels in one place.

Ticket Conversation Report

Messages updated by the contact and agent across all support channels can be viewed in a single location. Examine the response provided by agents to the customer, identify agents who need more training based on the response they provided, and tag or add a private note inline for follow-up.

Dashboard showing ticket conversation report with metrics and DKIM configuration steps in a reply card
Dashboard showing agent performance with a pie chart of 18h 27m work time split into 7h billable and 11h 27m non-billable hours

Agent Performance Dashboard

Track agent’s or group’s (team) performance with this built-in dashboard.

Contact and Contact Group Performance Dashboard

Monitor the performance of contacts or contact groups (companies) with this built-in dashboard.

BoldDesk report dashboard showing contact performance with ticket stats and a table of individual contact details

AI Performance Dashboard

Get a complete view of how AI is contributing to your support operations:

  • AI Usage Dashboard: Track AI activity across your team, broken down by agent and feature (AI Agent, AI Copilot, AI Action).
  • AI Conversation Report: Monitor conversations handled by AI, including answered and unanswered queries, for deeper performance insights.
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Custom Dashboard

Custom Dashboard

Personalize dashboards for streamlined support and richer data visibility.

  • Visual KPIs with Card, Bullet & Gauge
  • Add widgets using Ticket & Chat SLA data
  • Auto-refresh every 15–60 mins
  • Duplicate or move widgets easily
  • Customize column order

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