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Reports
Data-driven Happiness
Help Scout gives you insights that drive results.
Conversations Report
Busiest Time of Day
See when your team is busiest, shuffle schedules when you need the whole team on deck, or make a data-backed case for that extra hire.
Tags
Track which tags get the most traction from customers so you can make educated decisions about what problems to solve next.
Saved replies
Find out what makes your team sound like a broken record and use that to inspire new help documentation and clarity for your customers.
Productivity Report
Filter by Office Hours
Your team’s numbers shouldn’t suffer when the office is closed. Flip this handy switch to see your productivity metrics during work hours.
First Response Time
First impressions go a long way. Be more responsive and on point by monitoring how long your customers wait for that first touch point.
Time-based Drill Downs
Quickly identify your biggest challenges as a team by looking at conversations that are taking much longer than normal to resolve or handle.
User Report
User Reporting
As a manager, everything you need to provide valuable feedback and guidance for your team is on a single page. No prep work required!
Customers Helped
Give your team that warm fuzzy feeling of knowing their impact to the business. Comparisons to the previous period help you keep an eye on increasing demand.
Personal Assessment
If you sense someone slipping, review individual Happiness Ratings and Conversation History to target exactly what needs attention, and how to help.
Happiness Report
Happiness Score
Measure happiness by tapping into your customers true feelings about the support they receive from your team using customer satisfaction ratings.
Filter Ratings
Never miss out on an opportunity to follow up with an angry customer’s lingering question with at-a-glance Rating Comments, and quickly discover coaching opportunities by filtering by rating.
View Conversation
Learn what works with your customers (and what doesn’t) by easily viewing rated conversations and drilling down on the specific details.
Docs Report
Visitor Interaction
Monitor the overall health of your Knowledge Base: if customers find the answers they need or still need help from your support team.
Fix Failed Searches
A failed search is frustrating for customers. Help them find the right answers at the right time by flagging what terms come up empty in your Docs search.
Top Articles
Get creepy psychic insights into customers’ most common questions, helping you discover possible areas for improvement.
CSV Export
Perform custom analysis by exporting your reporting data to a CSV or Excel file.
Save your favorite reports with Views
Distill your data with flexible filtering options in Reports Views. Views make it easy to save a set of filters and re-visit them in two clicks.
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