The Insights section in eDesk allows you to consult stats and data so you can have a better understanding of how your team, products, and entire business are performing.

This help file will guide you through all the reporting data available in the Tickets section.

Before you start

 
  • You’ll need to have access to Dashboards in your permissions. If you don’t have access, you can request it from an Admin user within your business. 
 
Note: certain sections of the Insights can be downloaded as XLS, when this is possible you will see three dots showing on the top right-hand side.

01 Mailbox Overview

The first tab in the Ticket Insights would be the Mailbox Overview, giving you insights on Messages, Active Tickets, Languages, and Tags
  • New Tickets 

    • The total number of tickets created during the selected period. 

  • Tickets per order 

    • A calculation of the total number of tickets received per order.

  • Active Tickets 

    • The total number of tickets that were active during the selected period.

  • Customers 

    • The total number of customers who made contact/were contacted during the selected period.

  • Average first response time 

    • The average time it takes you to send an initial response when a new ticket is created. 

  • Average overall response time 

    • The average time it takes you to respond to tickets in general.

 Also, you will see a Tickets and Messages chart that shows the count of incoming vs outgoing messages alongside the number of opened tickets.

  • Incoming messages  

    • The total figure of all the incoming messages.

    • Multiple incoming messages inside one ticket are counted separately.

  • Outgoing messages

    • The total figure of all the outgoing messages.

    • Multiple outgoing messages inside one ticket are counted separately.

  • Active Tickets 

    • The total number of tickets that were active during the selected period.

    • They could have been created at a different time, but active during the period.

    • This includes any status change or change made inside the ticket.

  • New Tickets 

    • The total number of tickets created during the selected period. 

    • These can be incoming or outgoing. 

Further down, the Active tickets, Languages, and Tags sections will allow you to quickly identify how many tickets you received for each channel, language, or tag.

To find out more about Auto-Translate, click here.
To find out more about Tags, click here.

02 Tickets

The second tab in the Ticket Insights would be the Tickets, giving you insights on Heatmap, Active Tickets, Languages, and Tags

  • Tickets received

    • The total figure for all new tickets.

  • Resolved

    • The total number of tickets resolved. 

  • One and done

    • The percentage of tickets resolved with one response and which did not reopen within the set period.

    • The parameter can be set in Account Settings (Account → Company Settings → Mailbox → One and done). 

Also, the heatmap shows events that have happened to your tickets. The darker the cell the more events happened at the time. You can also select what would you like to see in the dropdown below the heatmap. The Busiest Time of the day metric is calculated by combining the incoming and outgoing messages with the number of online agents.

Pro Tip: you can hover on a cell with your mouse to see details about it.

Further down, the Channels and Tags sections will allow you to quickly identify how many tickets you received for each channel or tag so you know which ones need the most attention.

To find out more about setting up your Company Settings, click here.

03 Pre-Sales

The third tab in the Ticket Insights would be the Pre-Sales, giving you insights on the number of Pre-sale tickets and the number of those which converted into a sale.

A Pre-Sale ticket counts as a conversion if an order is placed on the same channel within 7 days of receiving the Pre-Sale ticket from the same consumer.

Note: 7 days is the default setting but this can be changed in Settings → Company Settings → Mailbox tab → Pre-Sales.

Further down, the Channels and Last 5 orders converted sections will show you the number of Pre-Sale tickets per channel and the last 5 Pre-Sale tickets which converted into a sale. 


To find out more about Pre-Sales tickets, click here.

04 Tags

The fourth tab in the Ticket Insights section will give you a big overview of all the Tags and Tag Groups used in your eDesk account, you will then quickly see the ticket statuses for each tag or group and you'll be able to make quick changes to them.
To find out more about Tags, click here.
To find out more about Tag Groups, click here.

05 Response Times

Last but not least, the last tab in the Ticket Insights section will give you a big overview of your Response Times to customers within eDesk.
  • First response time 

    • The average time it takes you to send an initial response when a new ticket is created.

  • Avg. response time 

    • The average time it takes you to respond to tickets in general.

  • SLA Breaches 

    • The number of tickets that went over the specified SLA. 

  • SLA Compliance 

    • The percentage of tickets that meet the specified SLA. 

Also, the columns on the chart below are built of two components. The red component shows you how many times the SLA was missed and the green one shows the SLA compliant responses. There are also 2 lines on this chart showing the average response times. The orange shows the first response time and the amber shows the average response time. These belong to the right-hand side axis.

Further down, you can find more data on your response times, including:

  • Breakdown: this section displays the number of responses broken down by their response times. The First tab displays the response times of the very first reply on a ticket whereas the Avg tab displays the average response of all other replies, excluding the initial reply.

    Pro Tip: Use the First and Avg buttons on the top of the table to switch between first response times and average response times.

  • Ticket Types: this section displays the response times broken down by ticket types. The number shown in each ticket type category represents the average response by ticket type and the progress bar on the right displays the time compared to the other ticket types in the table.

  • SLA Compliance per channel: this section highlights your SLA Guideline performance. Analyze each of your channels to see if you are responding within the designated timescale. The closer to 100% the better. 

To find out more about SLAs in eDesk, click here.


Further Readings


To find out more about Chats Insights, click here.

Interested in learning more about Agents Insights? Click here.