Reports turn everything happening in your Inbox and help center into numbers you can actually act on, instead of a gut feeling about how support is going.
The report tabs
Overview – a high-level summary of activity across your workspace.
Conversations – volume, response times, and trends over time.
Team – performance broken down by teammate.
CSAT – customer satisfaction ratings collected after conversations.
SLA – how consistently your team is hitting response and resolution deadlines.
Help Center – how visitors are using your public articles.
Inbox – activity broken down per inbox, useful when you run several.
Using reports day to day
Reports are most useful when you check them regularly rather than only when something feels wrong. A quick weekly look at Conversations and SLA is usually enough to catch a trend before it becomes a real problem.