Customer support report for clients

Customer support reporting for agencies and business owners

Ads send people to more than forms and phone lines. Some of them write to the website chat, a messenger or email, and from there the outcome depends on support: how fast someone replied, how many requests got closed, whether the queue swallowed the team. Those numbers sit inside the support tool, and business owners rarely log in to look. Reportkey pulls totals from the client’s live chat or helpdesk and places them as a separate section of a recurring report, next to advertising and sales. The document opens by link or downloads as a PDF, while agency branding and scheduled delivery come with a suitable plan (not on every plan).

A support section usually has four blocks:

• volume: new and closed requests, plus those still open at period end;
• speed: first response time and, where the system provides it, resolution time;
• workload: how many requests landed on each agent, group or department;
• topics: a split by tag, channel and request source.

Live chat and ticket analytics by channel

The client first asks how many people got in touch and through which door. Carrot quest conversations are split by the channels configured in the account. Bot assistant conversations are counted apart, so automation does not inflate human workload. Usedesk tickets by channel and status show new tickets and each channel’s share by day, week or month, with statuses split into open, completed, closed, pending and spam. HelpDeskEddy tickets by source answer the same question through the ticket source field, and Zammad does it through the channel a ticket was created in. Teletype messenger inquiries show inquiries and messages by channel, new clients and first response time; one conversation can hold several inquiries.

First response time in a client report

Reaction speed needs no explanation for a client. For Carrot quest, Reportkey calculates it from the conversation parts: from the visitor’s first message to the first reply by a human operator, as a median and an average by period, channel and operator. Next to it sits the share of conversations that got any operator reply at all. In Zammad tickets, first response and resolution times come from the ticket’s own timestamps and appear as medians by group and priority.

Both calculations run in calendar hours. The block label states how the time was measured, so the client does not hold it against a figure from an interface that subtracts off-hours.

SLA reporting: breaches and flags

When a support team has service commitments, the client cares less about averages and more about breaches. Zammad keeps escalation fields on every ticket, and the report uses them to count tickets with an overdue first response and an overdue resolution, per group. Business hours are already applied by Zammad here. HelpDeskEddy returns an SLA flag, and the block shows how many flagged tickets each department had. The flag describes the ticket state, so past response times cannot be rebuilt from it.

Agent and department workload

A support lead wants to see people, not only totals. The workload block shows how many conversations or tickets each agent handled and closed, and for Carrot quest also how many replies they sent. Usedesk adds groups, priorities and ticket types, HelpDeskEddy adds departments and priorities, and Zammad lists agents within groups. Assignee and status are taken at export time: a reassigned ticket counts toward whoever owns it now.

Request topics and customer ratings

Tags tell you what people write about most. Carrot quest and Usedesk return tags on conversations and tickets, and the report counts requests per tag and channel. A sudden jump in one tag after a campaign launch is a reason to reread what the ad promises. Satisfaction scores come from HelpDeskEddy: the block shows the average customer rating and the number of ratings by department and period.

Support next to website, calls and CRM

The support section earns its place through its neighbours. The same document can hold website visits and goals, calls from call tracking and deals from the CRM. The client sees how many people wrote and called this month, how quickly they heard back and how many deals appeared over the same stretch. The comparison works by period, not request by request.

How to connect a support system

1. Sign up for Reportkey: 14 days free.
2. In the integrations section, add access: the app ID and API key for Carrot quest, the system address and an agent token with access to the right groups for Zammad, an API channel token for Usedesk, and the domain, user email and API key for HelpDeskEddy.
3. In the project, choose channels, groups or departments and add the client’s ads and website.

A self-hosted Zammad must be reachable from the internet. Usedesk returns dates in UTC, and they are converted to the report time zone, while the newest HelpDeskEddy changes arrive with a short delay. Every other source is in the integrations catalog.