- Support Performance Reports
Data-Driven Support.
Optimized Delivery.
Stop guessing and start measuring real-world impact. With integrated SLAs, built-in time tracking, and automated CSAT surveys, you have the insights needed to ensure every resolution leaves your customers happy.
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USE CASES
Turn Support Data into Strategic Insights
OneDesk bridges the gap between daily ticket resolution and long-term service optimization, ensuring your team is as efficient as they are helpful.
Know Exactly Where Your Team Stands, Right Now
Stop digging through queues to find out who is busy. OneDesk’s user dashboards provide a live view of the entire support landscape. Instantly see unassigned tickets, upcoming SLA breaches, and “in-progress” work, allowing you to rebalance workloads before they impact your service standards.
- View unassigned, assigned, and overdue tickets on a single screen.
- See which agents are nearing capacity and who has bandwidth for new requests.
- Visual flags for any ticket approaching a response or resolution deadline.
Capture the Voice of the Customer Automatically
Support performance is about speed but also about quality. OneDesk automatically sends a satisfaction survey the moment a ticket is closed. Customers can rate their experience as “Good” or “Bad” and leave detailed comments, giving you a real-time pulse on your team’s helpfulness.
- Send feedback requests instantly upon ticket resolution without manual intervention
- Capture "Good/Bad" sentiment with one click to maximize customer response rates.
- Allow customers to leave comments to identify specific areas for agent coaching or process improvement
Speed Meets Satisfaction in One Dashboard
Move beyond flat lists and start telling a story with your data. OneDesk’s analytics section features interactive charts and graphs. Identify if faster resolutions lead to happier customers or if specific issue types drive lower satisfaction.
- View average satisfaction scores and trend lines over days, weeks, or months.
- See which team members are driving the highest satisfaction scores across the organization.
Executive Reporting on Autopilot
Spend more time delivery value, not formatting spreadsheets. OneDesk allows you to build custom PDF or CSV reports. Customize with time logs, SLA hits, or CSAT scoresand schedule them to land in your stakeholders’ inboxes automatically.
- Capture every second of effort directly within the ticket for a true view of cost-per-resolution.
- Clean reports featuring CSAT and performance summaries for executive review.
- Set and forget your reporting schedule for projects, clients, or entire portfolios.
FEATURES
Built for Data-Driven Service Leaders
Standardize your metrics, automate your feedback, and ensure your support team is operating at peak efficiency.
FAQ
FAQs
It’s designed for simplicity. When an agent closes a ticket, the customer receives a branded email asking how we did. They can click a "Good" or "Bad" icon and optionally leave a comment. This high-response-rate design ensures you get a statistically significant view of your team's performance.
Yes. Our analytics section allows you to filter CSAT scores by individual agent or team. This makes it easy to identify top performers for recognition and see who might need extra training or support based on customer comments.
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