HelpDeskEddy ticket report: sources, departments and customer ratings

Support analytics built on HelpDeskEddy

HelpDeskEddy often serves as a shared ticket system for several teams: support, service, sales and accounting. It gathers inquiries from email, the website widget and messengers, and customers rate the answer after a ticket closes. That data matters beyond support. A marketer can use it to see how the business handles the inquiries advertising brings in. Reportkey reads HelpDeskEddy tickets through the API and builds a section of a recurring report delivered as a link or PDF.

Connecting HelpDeskEddy: domain, email and API key

HelpDeskEddy authorises requests with a user’s email and API key. The administrator key sits under Management, Global settings, System, and the chief administrator can view other users’ keys. Together with your system domain, these values are entered once on the integrations page.

Returned tickets depend on that user’s permissions: Reportkey sees the same departments they do. In the project you choose departments, report blocks and a delivery schedule.

Ticket statistics by source

Every HelpDeskEddy ticket records its source, the channel it came through. The first block shows new tickets by day, week or month split by source, with each share. For marketers this is the most practical cut: after a campaign starts, you see whether widget volume grew or customers chose email. For managers it shows which channels need more staff.

Statuses and departments

The second block covers open and closed tickets and the distribution by status and department. The period-end snapshot is each department’s queue, showing where backlog grows and where the team keeps up. If the sales queue doubled after a promotion while service stayed flat, the takeaway for marketing is clear.

Department and agent workload

The third block counts tickets per department and per assignee, with priority. Managers see who closes most of the flow and where urgent tickets pile up. For outsourced support, it confirms workload without manual exports.

SLA reporting and customer ratings

HelpDeskEddy keeps an SLA date and an SLA flag on each ticket, plus the customer’s rating and comment. Reportkey shows the number of SLA-flagged tickets by department and period, the average rating and the count of ratings given. The count matters: an average of five ratings and an average of five hundred carry very different weight, so they belong together.

The SLA flag reflects the ticket’s state in HelpDeskEddy. It cannot tell how many minutes a reply took, and the report does not pretend otherwise.

HelpDeskEddy data specifics

The ticket list runs on an index and refreshes with a short delay, so the latest changes appear in the next delivery. The service caps requests per minute and blocks access for 20 minutes on overflow, so Reportkey tracks the remaining allowance and loads tickets thirty at a time. Only departments visible to the connected user are included.

HelpDeskEddy alongside ads and CRM

Ticket flow is most useful next to what caused it. Add Calltouch calls, Roistat end-to-end analytics, deals from amoCRM, Bitrix24 or RetailCRM, and tasks from Planfix. Branding and AI insights are available, though not on every plan. See a management-level example in the in-house team demo report, other inquiry tools under support and live chat, and terms on pricing.