View and download account data with the Enterprise Reports suite

System, Channel and User Reports

You will find a selection of reports based on ticket quantity, handling and response times, login times and audit logs


Overview Statistics Some key statistics including number of tickets and active users over the selected period
Audit Log A list of actions by all users over the selected period
User Last Login Statistics A report of the login time of each user
Folder Ticket Count Statistics A report of the total number of tickets per folder 
SLA Breaches A list of tickets that have breached the SLA within the selected period
Customer Satisfaction A list of tickets within a selected period the CSat request status (whether it has been sent or is blocked)
Resolved Tickets  A list of tickets that have been marked as Resolved within the selected period


Channel Response Statistics A breakdown of the number of responses within each set time category and the total number as a percentage of all tickets 
Average Channel Handling Time A breakdown of the min, max and average handling time per channel


Average User Response Time A breakdown of the min, max and average handling time per user
Average User Handling Time A breakdown of the average time taken for the number of replies per user
User Activity Summary Shows the time taken on activities per ticket (including creating the ticket, status changes, replies and internal notes) per user
User Response Log A breakdown of data relating to replies by all users over the selected
User Log A list of replies and notes left by the selected user over the selected period

Smart Tools

Generate a report to see how often a particular template was used and whether it was the last message on the ticket
For more on creating templates and the reports feature, see here

Custom Fields
Custom field reports allow you to report on specific date entered per ticket 
You can create custom fields which will allow you to enter any relevant data in multiple formats 
For example, you can set a multiple choice custom field with a selection of return reasons and then report on the number of tickets related to a particular return reason Form more on custom fields, see here

Overview A list of tickets and associated data created from chat conversations

Search Filter Download

You can use the Mailbox filter to generate a list of tickets and download a CSV file containing data related to these tickets 

The columns are based on your personal table layout and the rows consist of the ticket data of each ticket 
For more on the Search filter download feature, see here

The reporting suite is part of the eDesk Pro pack only 

For more information on the Pro pack or to trial it on you account, please contact 

You can also view some Amazon and eBay specific product reporting features on the Channel dashboard by going to Dashboard → Channels