eDesk gives you unique insights into the customer care you provide across your entire customer base. Our Report Extracts feature enables you to generate reports that contain exactly the data you're interested in, so that you can measure and fine-tune your customer support. The result? Great customer service and happy, happy customers.
 
This help file explains how to extract reports in eDesk.

Before you start

  • Report extracts are available to customers on Agent based Professional and Enterprise plans and Performance+ 1,000 and above. Learn more about our plans here.

01 What are Report Extracts?

The Report Extracts feature allows you to extract the data you're interested in, and put it in a .csv file. The extracted data can be per ticket, channel, Agent, tag, and language, and you can apply filters to control what to include and exclude.

02 What do Report Extracts contain?


The Ticket report, will contain the following columns:

  • Ticket
    Ticket number
  • Created date
    Date/time the ticket was created in eDesk.
  • Ticket status
    The ticket status that was current when the report was generated.
  • Channel
    The channel the message was sent from.
  • Tags
    A comma-separated list of the tags added to the ticket.
  • Ticket Owner
    The name of the Agent in your team that owns the ticket.
  • Number of incoming messages
    Number of messages from the customer in the ticket thread.
  • Number of outgoing messages
    Number of messages from the Agents in the ticket thread.
  • Language
    The language of the customer's first message in this ticket.
  • First response time
    The time taken for an Agent to send a response to the customer's first message in this ticket.
  • Average response time
    The average time taken for an Agent to send responses to the customer's messages in this ticket.
  • Handling time
    The time period between ticket creation and closure.
  • Number of times reopened
    How often the ticket was reopened.
  • Last reopened by
    The name of the Agent or the customer.
  • Last reopened on
    Date/time the ticket was last reopened.
  • Last closed by
    The name of the Agent that last closed the ticket.
  • Last closed on
    Date/time the ticket was last closed.
  • CSAT was sent
    Yes if CSAT was sent, No if it wasn't.
  • CSAT survey response
    The text from the customer's CSAT feedback.
  • CSAT rating
    The rating number awarded by the customer.
  • Order details
    Such as Product name, SKU, ID.

The Channel report, will contain the following columns:

  • Channel name
    The name of the channel. For example, a Marketplace name such as Amazon, or an email address, or the name of a store.
  • Channel type
    This can be the name of the channel or a type such as "Website".
  • Channel SLA
    The SLA for this channel.
  • Tickets created
    Number of tickets created for that channel in the specified time period.
  • Resolved tickets
    Number of tickets created for that channel in the specified time period.
  • % tickets within SLA
    % tickets for the channel and in the specified time period that were handled in time to comply with the SLA.
  • % tickets outside SLA
    % tickets for the channel and in the specified time period that failed to comply with the SLA in the specified time period.
  • Number of incoming messages
    Number of customer messages received from the channel in the specified time period.
  • Number of outgoing messages
    Number of Agent messages sent to the channel in the specified time period.
  • Average resolution time
    Average time between ticket creation and closure for all tickets for the channel in the specified time period.
  • Average response time
    Average time taken for an Agent to send a response in all tickets for the channel in the specified time period.
The Tag report, will contain the following columns:
 
  • Tag name
    Name of the Tag.
  • Tag group
    The group for the Tag.
  • Tickets created
    Number of tickets created in the selected time period that have this Tag.
  • Resolved tickets
    Number of tickets with this Tag that were resolved in the selected time period.
  • % tickets within SLA
    % tickets with this Tag and in the specified time period that were handled in time to comply with the SLA.
  • % tickets outside SLA
    % tickets with this Tag and in the specified time period that failed to comply with the SLA in the specified time period.
  • Number of incoming messages
    Number of customer messages received in tickets with this Tag in the specified time period.
  • Number of outgoing messages
    Number of Agent messages sent in tickets with this Tag in the specified time period.
  • Average resolution time
    Average time between ticket creation and closure for all tickets with this Tag in the specified time period.
  • Average response time
    Average time taken for an Agent to send a response in all tickets with this Tag in the specified time period.
The Language report, will contain the following columns:
 
  • Language name
    The name of the language.
  • Tickets created
    Number of tickets created in the selected time period in this language.
  • Resolved tickets
    Number of tickets in this language that were resolved in the selected time period.
  • % tickets within SLA
    % tickets in this language and in the specified time period that were handled in time to comply with the SLA.
  • % tickets outside SLA
    % tickets in this language and in the specified time period that failed to comply with the SLA in the specified time period.
  • Number of incoming messages
    Number of customer messages received in this language in the specified time period.
  • Number of outgoing messages
    Number of Agent messages sent in this language in the specified time period.
  • Average resolution time
    Average time between ticket creation and closure for all tickets in this language in the specified time period.
  • Average response time
    Average time taken for an Agent to send a response in all tickets in this language in the specified time period.

The Agent report, will contain the following columns:​​​​​​​
 
  • Agent name
    The name of the Agent.
  • Number of tickets owned
    The number of tickets they owned in the selected time period.
  • Manual tickets created
    The number of tickets they manually created in the selected time period.
  • Participated
    The number of tickets they participated in, in the selected time period.
  • Number of outgoing messages
    The number of tickets they sent in the selected time period.
  • Number of internal notes
    The number of internal notes they wrote in the selected time period.
  • Tickets marked as Resolved
    The number of tickets they resolved in the selected time period.
  • One & Done
    The number of tickets they resolved with one response and not reopened in the selected time period.
  • Average Handling Time
    The average time between ticket creation and closure by that Agent in the selected time period.
  • SLA compliance
    The average time for SLA compliant responses.
  • Number of CSAT surveys sent
    Number of CSAT surveys sent for this Agent.
  • Number of CSAT responses received
    Number of responses to CSAT surveys for this Agent.
  • Average CSAT score
    The average CSAT score awarded by customers for this Agent's care.

03 How do I generate a Report Extract?

1. Go to Insights > Reports > Report extracts
Showing Report Extracts in the menu.
A Reports page opens. If you've previously generated reports, they'll be listed here.
Report list.
2. To generate a new report, select Request new report.
A new Request a new report window opens.
A new report extract.
3. Complete the following:
​​​​​​​
  • Report Name
    ​​​​Type a name for the report. This is mandatory. This will be the name of the report in the list in the Reports page, and also will be in the filename of the .csv file.
  • Report type
    Select the report you want to generate - Ticket, Channel, Tag, Language, or Agent.
  • Date
    Select the date range for your report.     
4. Next, select the filters if you want to include only particular types of data.

Note: All of the filters you select will be applied to the data. For example, if you generate a Ticket report and specify a ticket type and a channel, only the specified ticket type from the specified channel will be included in the report. If you select Agent report and specify a channel, the report will include all Agents with information about the specified channel only. 

5. Select Request report. A confirmation message is displayed and, once the Reports page is refreshed, the new report will be displayed in the list.

6. Once the report is ready, a download link will be displayed for that report on the Reports page.
Select the link to download the file in CSV format. 

Note: This link is valid for one month and may be accessed by anyone in your company that has permission to view reports. If the link for a report has expired and you want to download the report, you'll need to regenerate the report by following the steps in this section and then when it is displayed in the list in the Reports page, select the link to download.   

04 Important

  • You can generate reports from data that goes back as far as July 2023. 
  • The data in a report is a snapshot taken when the report was generated.

Further readings: 


For further information on eDesk reporting, click here.

To learn about eDesk CSAT, click here.