Note: This version of Teamwork Desk is no longer supported.
Check out our help docs for the new version of Teamwork Desk here.
Within Teamwork Desk you can use reports to get a detailed look at your teams performance.
To access reports, click the Reports option within the Desk navigation bar.
There are seven areas of reporting that are covered in detail below.
- Customer Happiness – This graphic will
give you a snapshot of the performance of
- Adjust the filter options in the upper
right-hand corner to display specific
- The % is rounded down, so the numbers
may not always add up to 100%, but
rather more commonly to 99%.
- My performance – based on the filters set
in the upper right. If there are no
filters set, it will show the top
- You are ranked against the other
agents, based on the amount of replies
you wrote to customers.
- The more replies you wrote, the better
- The percentage is based on your
contribution of replies against the
total number of replies written. I.e
100 replies written, you write 20 of
them your percentage is 20%.
- Volume and total response time – The
average response time on all your tickets
from all inboxes.
- This chart shows how many replies were
written on a certain day across x
number of tickets.
- The number of tickets in the chart may
not add up to the total number of
unique tickets displayed on the
right-hand side, as someone can reply
to the same ticket across multiple
- Tickets by Channels – This shows where
your tickets have come from, based on the
email addresses you have set you can
choose to see the volume of tickets coming
from that area. For example, if you use
Teamwork Desk Docs section you can see all
contacts coming from that section.
- Tickets by Status – View the status of the
tickets, see how many tickets are active, closed, solved, or waiting on
- This is a count of how many statuses
were set on each day.
- There can be multiple statuses set
on one ticket in one day.
- View overall
actions taken on the tickets
received from your customers.
- Tickets by Status Activity – View the
status of the tickets, see how many
tickets are active, closed, solved, or waiting on
customer. This is based on the
sort options selected in the upper right.
- Ticket Activity - counts of tickets
received and interacted with, as well as
- Busiest time of the day – Get an
indication as to the busiest times of the
day (when you receive the most tickets),
calculated based on the time tickets
arrive to your Teamwork Desk account.
- Popular tags – Tags that have been added
to tickets, giving an indication as to the
most widely used tags.
- By selecting the name of the tag, you
will be brought to a view showing all
- Tags Timeseries – A chart showing how many
times each tag was added to a unique
ticket on each day.
- Resolution Time - The average time it took
per day to resolve a ticket.
- The time it takes is considered from
when the ticket was first created to
when it was marked as solved or
- Average First Response time – The average
time it took per day for an agent to reply
to a new ticket.
- By reply we mean a message to the
customer, notes for example are not
- Note: we do not currently have
the option to base this on a working
- Most expensive tickets/customers – This is
to give you a guide as to the most time
and effort that has been spent on tickets.
It is calculated based on the number of
responses and the number of agents
involved. Here, you can toggle between
tickets and customers.
- Cost = (threads * 0.8) + (agents *
- Recent Response Times - response
times of the last 25 most recent
- Customers helped – The number of unique
customers that agents sent a message to.
- Your team – A full list of all agents on
your Teamwork Desk account. This details
over the date range selected the replies,
tickets solved, customers helped, handle
time, and the happiness rating.
- Time log activity - View the time that
has been logged by particular agents.
- Most expensive tickets - measured in
amount of time spent on it and the
number of agents involved.
- Most expensive customer - Measured in
time spent dealing with the issue and
number of agents.
- Help Docs Usage Insights – Designed to
give you an insight into the usage of your
Help Docs. Here you can see the unique
visits, Articles viewed per visit, emails
sent from the Docs, new visitors, mobile
users, and average length of time people
spent on the page.
- Top Articles – The most viewed articles.
- Top Categories – The top categories people
have selected when view the Docs.
- Failed Searches – Searches that users have
attempted and not returned an answer,
gives a great insight to improvements that
need to be made.
- Top Searches – The areas that have been
searched the most within your Docs
Note: A unique visitor is the total number of users who have visited the site. A new visitor is the total number of new users (first access) who have visited the site.
- Customer Happiness – A graphical
representation of how happy your customers
are. Displaying the total percentage
happiness based on ratings received.
- Recent ratings – Displays a list of all
the ratings received and a link back to
the ticket itself. A great way for an
agent or an admin to view the ticket and
whether or not the ticket was justified.
Toggle here to view All, Great, OK, or
- Remove a rating
- An administrator can remove a rating
by selecting the ticket and the drop
down to the upper right of the
happiness rating. Here, select the
option to delete, you will then be
prompted to enter a note detailing why
you are deleting the particular
The overall happiness is calculated as:
- (sum of the score) / (number of ratings)
- Sum of the score = (# of great ratings
x 100) + (# of ok ratings x 50) + (# of bad ratings x 0)
- Number of ratings = number of ratings
For more information, see: Reports