Usedesk customer inquiry report by channel and agent

Customer inquiry reports for marketing and management

Usedesk pulls email, messenger and social messages and website chat into one inbox. Agents love that, but marketing and management usually notice support only through complaints. Yet inquiry flow follows advertising directly: a sale, a new campaign or a delivery failure shows up in ticket volume right away. Reportkey reads tickets from Usedesk through the API and turns them into a section of a recurring report that sits beside ads, the website and sales.

Connecting Usedesk through an API channel

Usedesk grants data access through a dedicated API-type channel. Add it in Usedesk settings and the channel receives a token. Enter that token once on the Reportkey integrations page. Companies on a server or regional Usedesk installation also need its API address, which Usedesk support provides. In the project, pick the account, report blocks and a schedule.

Support tickets by channel

The main block shows how many new tickets arrived per day, week or month and how they split across Usedesk channels, each with its count and share of the total. It answers the marketer’s question of where customers go with questions after an ad: email, a messenger or website chat. If one channel’s share jumps, check whether ads or landing pages point there.

Ticket statuses: open versus resolved

The second block groups tickets by Usedesk status:

• open — need work;
• completed — answered and awaiting confirmation;
• closed — finished;
• pending — on hold until the customer or a third party responds;
• spam — filtered out.

The period-end snapshot shows the backlog carried into next week, and the status trend shows whether the team keeps pace with demand.

Support agent workload

The workload block counts tickets per agent and per group, split by priority and type. A contact centre manager sees who is overloaded and which groups receive more urgent requests. An agency sees that a post-campaign spike landed on a specific group, for example the delivery desk.

Inquiry topics by tag

Tags that agents and Usedesk rules apply to tickets add up to a topic view by channel. For marketers it hints at ad and landing page copy: if questions about applying a promo code grow, the offer terms were explained poorly.

Why the report has no response time

The Usedesk ticket list includes SLA fields, but they hold current deadlines for answering or closing a ticket, not measured response time. Reportkey does not present a deadline as a fact, so the report describes flow, statuses and work distribution. Two more details: status and assignee are current at export time, and Usedesk dates arrive in UTC and are converted to the report time zone.

Usedesk next to ads, calls and CRM

To link inquiry flow with its causes, add Calltouch or CoMagic calls, Roistat end-to-end analytics and orders or deals from RetailCRM, amoCRM or Bitrix24. Branding and AI insights are available, though not on every plan. See a multi-channel example in the PPC agency demo report, more inquiry tools under support and live chat, and terms on pricing.